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Manager, Cloud Support

Req id:  32167

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. 

 

 

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.


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.

Explore your career and potential. Become an OpenText Navigator.

Apply now »