Manager, Production 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.  

The Manager, Production Support is a People & Operations Manager in the Technical Support department reporting to leader of the department. The Manager is responsible for organizing the work in his/her respective area to maintain a high customer satisfaction. The leadership responsibilities include staffing, coaching and motivating employees, training and development planning, and performance management. The position needs ongoing collaboration and coordination with other teams and functions.

Key Responsibilities:

• Work collaboratively with employees and actively drive to meet schedules, business objectives and resolve problems.
• Interaction with functional peer groups to gain cooperation and conduct presentations concerning specific projects or schedules.

• Provide situational analysis and provide recommendations as required.
• Use initiatives to improve customer satisfaction and customer experience.

• Communicate and provide direction to the team about business objectives, goals, procedures, policies, schedules and results.
• Manage team performance by providing coaching to team members, setting goals and encouraging performance improvement.
• Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities.
• Use Recognition and Reward Programs to keep employees engaged, motivated and satisfied.
• Promote corporate and/or organizational Career Planning Programs and encourage employees to take ownership of their personal career planning.
• Improve and develop team’s working tools, methods and processes.

What it takes:

• Typically, 5 or more years of Technical Support or IT experience.
• Doer mindset and customer-oriented approach.
• Bachelor's Degree or equivalent in Computer Science or work experience demonstrating management skills and a high level of technical aptitude.
• Capable of working in high pressure situations involving escalated issues, deadlines and adverse business impact.
• Experience in the techniques of problem solving and decision making to resolve difficult situations.
• Familiar with data integration concepts and service management practices (ITIL).
• Demonstrate the use of interpersonal and social skills in individual and group settings.
• Experience of team supervision and leadership.
• Fluent in written and spoken Finnish and English.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.