Principal Site Reliability Administrator

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:  
Open Text Cloud Services is seeking a Cloud Support Administrator. This position is an intermediate-level position. The Cloud Services team Provides IT Governance for Public Cloud environments, manages Opentext Commercial environments, and manages the Commercial and Lab AD/IAM services. 
Must possess strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Experience in a rapid pace environment with a willingness to undertake new challenges. 

You are great at:  
• Providing high-quality technical support, effectively analyzing issues, providing issue resolution, and customer notification.
• Actively participates in self-improvement, process, and technology training programs.
• Continually strives to expand comprehension of troubleshooting methodologies
• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers/internal teams
• Submit and provide new content to the knowledge base.
• Work on-time resolution and quality compliance of escalated tickets or incidents as per the agreed SLA.
• Participate in documentation and product review 
• May provide technical leadership and training for new and existing products within the technical area
• Perform other/additional duties and projects that may be periodically assigned.
• Have financial and cost-benefit knowledge.

 
What it takes: 

• Providing insightful analyses on the efficiency, quality, and economics of Cloud Operations based on empirical data
• Developing standards and high-level architecture designs 
• Recommending and acting to direct the analysis of and solution to problems
• Providing visibility to impediments/risks and helping eliminate them
• Design and build enterprise technology solutions to meet the needs of a dynamic business.
• Push the team to continuously improve and expand our tooling and services with an eye towards self-service, reliability, and efficiencies at scale.
• Build, maintain, and improve automation that manages our infrastructure as code.
• Exemplify our core values of putting members first, operating with a bias for action, empowering teams of smart creatives, and embracing a “together we go far” mentality and Strong ability to multi-task and prioritize work effectively.

Work with AWS internal end users to address billing issues and gather valuable feedback
- Support monthly billing processes between multiple external and internal AWS teams by auditing billing data, providing data management, and pricing calculations
- Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements
- Actively seek solutions to business/customer needs and suggest innovative solutions on behalf of the customer experience
- Support recurring and ad hoc reporting for various internal/external stakeholders

• 5+ years of experience with managing operational cloud and related projects
• Solid experience managing, monitoring, and supporting high-traffic environments.
• Experience collaborating with Web/Software Development /Engineering and Architecture teams.
• Experience working with diverse teams on project management capacity to improve operationalization
• Experience capacity planning and auto-scaling infrastructure.
• 3+ years of experience with Amazon Web Services GCP or Microsoft Azure

• Some Experience with Kubernetes (EKS, GKE).
• Some programming in a language like Bash, and PowerShell.
• Some deploying and supporting Linux and Windows servers.
• Some designing and operating platforms to support off-the-shelf software.
• Some troubleshooting IAM access issues, with monitoring and reporting.
 

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.