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. 

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 Technical Support will be responsible for the operational support and people management.

You Are Great At:

• Making day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers

• Ensuring effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards, and driving continuous service improvement based on quality metrics and customer feedback

• Managing customer relationships by:

• driving activities such as monitoring of incident tickets until resolution and providing updates to customers as appropriate.
• attend scheduled/unscheduled customer meetings.

• Managing customer notifications, customer escalations, and incident management, including trend analysis and reporting to help isolate problems, coordinate fixes, as well as drive reduction of problem escalations.

• Providing oversight and/or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting, among others

What It Takes:

• Experience in leading teams and proven ability in developing front line managers in a global support environment.

• Strong focus on customer satisfaction, process development and improvement.
• Strong Technical background and IT experience
• Knowledge and hands on experience in all facets of operations delivering call and email support.
• Strong focus on customer satisfaction, process development and improvement.
• Willing to work in a shifting and rotating schedule including night shifts, weekends, and holidays.

Global Job Posting Footers:

• Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.