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Sr. Manager, Production Support

Req id:  15010

Sao Paulo, São Paulo, BR

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. 

Departmental Objectives: The over-riding purpose or objective of the department as it contributes to the greater organization. 

The Customer Support department’s primary objective is to ensure the success of our customers.

Section 2: Role Description

Purpose/Objective: The over-riding purpose or objective of the role.

Reporting to the Vice President, Global Business Networks, the primary responsibility of this position is to oversee the operations of the Open Text Customer Support team. This includes managing the team members, prioritizing, and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.  It also includes leveraging available data around team performance, product usage patterns, internal initiatives, etc. and working with Vice President to develop strategies to improve the level of services and team efficiencies.

Position Outcomes and Duties: (high level tasks, the end result of the individual’s efforts).  The main duties generally performed by an employee in this role.

  • Direct responsibility to oversee the operations of the Open Text Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
  • Deliver a customer centered philosophy.
  • Mentor Customer Support Managers and team members
  • Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
  • Develop standard operating procedures for the Open Text Customer Support team.
  • Participate in Human Resource activities such as hiring, performance management, training, etc.
  • To keep the Vice President, Global Business Networks, advised of all problems and potential problems within the Open Text Customer Support team, and make recommendations towards finding solutions.
  • To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.  
  • Develop strategy for continuous improvement.

Section 3: Qualifications

Technical Proficiency (optional): Minimum qualifications the incumbent must possess to qualify for the role, not including acceptable equivalents.

  • Strong technical background and experience, including knowledge of the following:
    • Relational databases such as Oracle, and MS SQL Server, Sun Solaris, and Windows Servers
    • Basic understanding of web technologies such as web servers, browsers, etc.
    • Basic understanding of networking protocols, architecture, and devices such as load balancers
    • Enterprise software solution architectures
    • Familiarity with cluster and Disaster Recovery architectures and concepts
    • Familiarity with validated environments and security compliance in the enterprise
    • Familiarity with Enterprise Content Management
    • Familiarity with Records Management

 

Functional Proficiency/knowledge: Minimum functional qualifications the incumbent must possess in order to qualify for the role, not including acceptable equivalents.

  • Previous experience leading managers as well as technical teams
  • strong team building skills are required
  • Previous experience interfacing with customers in a support capacity
  • Previous experience managing C-level escalation situations
  • Excellent communication skills, written and verbal.
  • Strong interpersonal skills and customer orientation.
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
  • Experience in the ECM marketplace

Education: Minimum education or equivalent credentials the incumbent must possess in order to qualify for the role.

  • University Degree in a related field

Experience: Suggested experience that will generally predict success in the role.  To be used as a guide and maybe substituted for demonstrated ability to perform all functions of the role. 

No experience required

1-2 years of experience, some of which is relevant to the job. 

3-5 years of experience, some of which is relevant to the job.

6-9 years of mostly relevant experience.  Highly developed professional/technical skills are needed to perform the job.

 10+ years of mostly relevant experience.  Highly developed professional/technical skills are needed to perform the job.

15+ years of mostly relevant experience.  Expert professional/technical skills are needed to perform the job

 

Section 4: Competencies

Core: Skills, abilities or attributes which are common to all jobs within Open Text.

Accountability:  To conduct oneself in compliance with agreed rules and standards and should be reported fairly and accurately in a transparent manner. Willingness to accept responsibility and admit mistakes. Sees beyond job function and understands the bigger picture.

Adaptability: Overcomes resistance to change and/or obstacles. Maintains effectiveness despite changing tasks, responsibilities, coworkers, and environments. Adapts behavior to perform effectively under changing or unclear conditions. Adapts interpersonal style to highly diverse individuals and groups in a range of situations.

Communication: Articulates ideas and instructions both written and orally to diverse audiences. Initiates communication in difficult situations or with unreceptive individuals and groups. Actively listens to understand and learn. Speaks and writes clearly and concisely.

Initiative and Innovation: Makes active attempts to influence events to achieve goals.  Self-starting rather than passively accepting. Takes action to achieve goals even in the face of resistance. Demonstrates an entrepreneurial spirit by recommending and/or carrying out ideas or courses of action without being told.

Leadership:  Develops an environment conducive to developing strong working relationships.  Recognizes opportunities and forms a vision of what can be achieved. Constructively influences different individuals inside and outside of the organization.

Job Specific: Skills, abilities or attributes needed to perform the duties of this job in a fully functioning capacity. (Check all that apply)

 Ability to Learn:  Assimilates and applies new job-related information for varying sources promptly and effectively; shows desire to broaden knowledge and perspective; learns from both successes and failures.

 Analysis and Problem Solving: Applies a systematic approach to problem solving; relates and compares data from different sources, identifies issues, secures relevant information, and spots connections in the data before developing strategic plans for solving problems.

 Customer Service Orientation: Ability to keep balance between company policy and interests of customers. Candidate's answer should show they are accommodating and eager to assist customer needs while being cautious enough not to promise more than they can deliver.

 Integrity and Ethics:  Stays within ethical and legal guidelines; shows reliability, consistency and demonstrates respect for others; understands how the impact of their actions could affect the company.

 People/Resource Management: Manages a team through clear objective setting, efficient delegation of tasks, conflict management, and thoughtful leadership; keeps direct reports and team focused on key objectives that drive performance and competitive advantage; develops an environment conducive to developing strong working relationships.

 Teamwork: Works effectively with others in the organization and outside the formal lines of authority (i.e., peers, other units, senior management) to accomplish organizational goals Addresses conflicts and disagreements proactively that affect team cohesiveness;; considers the impact of their decisions on others and shares credit with others for team accomplishments.

 Planning and Organization: Establishes a course of action for self to accomplish specific goals; manages time, resources and agenda effectively to avoid waste; for group leader’s plans proper assignments for personnel and appropriately allocates resources.

 Technical and Professional Knowledge: Understands technical and professional information necessary for job; learns and applies technical and professional skills; seeks to stay current with developments in fields related to job.

 Work Standards: Sets high goals or standards of performance for self, subordinates, others and the organization; experiences dissatisfaction with average performance; addresses others when their standards are affecting team performance.

Section 5:

 

Special Working Conditions/Demands (optional): ie: overtime, on call support, heaving lifting, etc.

  • Manages a 24x7 operation
  • Serves as an escalation for local customers that require support in English and Portuguese
  • Availability outside normal business hours for staff or customer escalations
  • Interacts in English and Portuguese with the sales team to assist with new and expansion opportunities

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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 your potential. Become an OpenText Voyager.

Apply now »