Loading...
Share this Job
Apply now »

 

 

Manager, Production Support

Req id:  21419

Makati City, National Capital Region (NCR), PH

 

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  

 

 

Manager, Cloud Support

 

OPENTEXT - THE INFORMATION COMPANY

 

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

 

The opportunity:

 

The Manager for Cloud Support will be responsible for the operational support and people management of a team delivering support for Messaging and Managed Services.

 

You are great at:

 

  • Makes day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers
  • Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate
  • Works cross-functionally with internal and external groups to help drive resolution of incidents
  • Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting
  • Ensures effective and efficient delivery of technical support which meet or exceed SLAs and defined quality standards
  • Drives continuous service improvement based upon quality metrics and customer feedback
  • Promotes an effective team environment through clear communication of policies and procedures
  • Demonstrates strong leadership and management attributes
  • Provides oversight and/or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others

 

What it takes:

 

  • College/University graduate of a technical degree (i.e. Computer Science, Engineering) preferred; for graduates of non-IT related courses, a strong technical aptitude is required
  • Strong experience in leading teams and proven ability in developing front line managers
  • Knowledge and hands on experience in all facets of operations delivering call and email support
  • Minimum of 5 years leadership/management experience
  • Strong project/program management experience
  • Ability to work closely with direct team members and collaborate with remote team members
  • Strong focus on customer satisfaction, process development and improvement
  • Ability to effectively influence cross-functionally and make decisions
  • Excellent communication skills
  • Willingness to work in a 24x7 environment

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Join OpenText today.

Apply now »