Share this Job
Apply now »

Thank you for your interest in OpenText! Our career page is currently undergoing maintenance and will be back up by May 29, 2022, 2:00 am UTC (May 28, 2022, 10:00 pm EST)

Please return soon to complete your dream job application!

 

 

Director, Cloud Support Operations

Req id:  28407

Southfield, MI, US Brook Park, OH, US Lexington, KY, US Tinton Falls, NJ, US Salt Lake City, UT, US Austin, TX, US Virtual, US San Antonio, TX, US Dallas, TX, US Gaithersburg, MD, US Alpharetta, GA, US

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 role Director, SaaS Cloud Application Operations is to lead a team of Cloud Application Engineer/Site Reliability Engineer is to build solutions to enhance availability, performance, and stability of OpenText services as well as automating away repetitive work as part of a cloud dev ops organization. 

This role would be a great fit for someone with creative and innovative problem-solving skills. You will develop and implement solutions that operate at scale. Our teams are empowered and expected to improve our products to truly deliver a reliable experience to customers.  This person is responsible for management of the team and respective managers, overall ownership of the solution, it’s components and the strategic direction and optimization of the application solutions he is leading.

Responsibilities

Collaborates with Agile squads/developers, architects and operational peers to sustain and support our business partners and provides significant contributions to develop specifications to resolve problems, and to address enhancement needs focusing in areas of logging, monitoring and metrics for operational readiness. 

  • Uses technical knowledge, creativity, and company practices to drive down occurrences of incidents through development of proactive monitoring and alerting.
  • Provide attention to incidents according to Service Level Agreements.
  • Provide continuous feedback to development teams on system stability, defect analysis and system enhancements
  • Ensure that solutions are documented and develop runbooks and patterns to sustain applications in a production environment
  • Participate in technical discussions and drive transition to sustain activities with the development teams
  • Work with IT business and development partners to gather input to develop new capabilities in displaying/monitoring/alerting on key performance indicators (KPIs) by tracking business transactions (BT) in real-time
  • Partner with application owners to develop creative and effective solutions to mitigate risk and successfully remediate any audit issues, providing quality and timely responses
  • Take ownership and accountability for the incident resolution process, driving the RCA and SWAT investigations.
  • Ensure proper validation and verification of changes deployed by all teams affecting the respective solutions.
  • Drive and organize participate in day-to-day real time advanced level technical support and troubleshooting on issues reported from user/customer base.
  • Provides guidance in resolving performance related issues and designing solutions for any technical issues faced by the application
  • Establish and maintain a good relationship with team members, Product Development, Product management, Customer Service, Client management and other cross functional teams.
  • Participate in training and information sharing activities.
  • Act as backup for other team members when necessary.
  • Required to be available to drive resolution and reporting 7x24x365.

Technical Requirements

  • The ability to understand   Scripting software
  • An understanding of Linux systems
  • Hands on experience with cloud infrastructure; Google, AWS or Azure a plus
  • Experience with PaaS technologies such as Cloud Foundry, Kubernetes, Bosh.
  • Good understanding and operational experience with container technologies like Docker, rkt, mesos. 
  • Good understanding and working experience with micro services and RESTful architecture.
  • Experience with Continuous delivery tools like Ansible, Rundeck or Argo CD to setup automated pipelines as needed.
  • Strong working knowledge of aPaaS or Application operations best practices.
  • Operational understanding or experience with message brokers such as Apache Kafka or RabittMQ.
  • Operational understanding or experience with search technologies such as Solr search or Elasticsearch.
  • Experience in supporting middle-ware technologies such as Apache, Tomcat, Spring.
  • Experience with at least one scripting languages such shell, perl, python, javascripts, etc…
  • Experience with installing and configuring Apache and Tomcat.
  • Experience in supporting Java applications built using frameworks such as spring, struts, spark, etc.
  • Experience and knowledge in RDBMS and No-Sql databases such as Oracle, Postgres, MariaDB and Cassandra.
  • Deep expertise in Monitoring distributed systems application architectures and the ability to correlate environment conditions and metrics to application events.
  • Experience with APM tools such as Newrelic, Dynatrace or AppDyanmics.
  • Experience with monitoring tools such as Zabbix or check_mk.
  • Knowledge and familiarity of centralized logging systems such as graylog or Kibana.
  • Strong understanding of ITIL principles, certification is a plus.
  • Is passionate about “getting under the hood” of systems and technologies to understand their inner workings, and fix what needs fixing.  This requires diagnosing & troubleshooting user facing service incidents & outages
  • Knowledge and familiarity of API gateway such as APIGEE and Oauth 2.0 standard.
  • Diagnosing, resolving problems in high-throughput web applications & network services
  • Proven problem solving and analytical ability.
  • Excellent organizational/time management skills.
  • Ability to handle multiple tasks concurrently.
  • Ability to lead, drive and implement highly scalable and complex solutions
  • A strong understanding of Security best practices.
  • A proven record of being able to work independently and collaboratively.

 

 

While OpenText is an Equal Opportunity Employer, our 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 accomodationrequests@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 to maintain a safe workplace for our employees. 


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 »