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Lead Cloud Support Specialist

Req id:  32323

Waterloo, ON, CA Richmond Hill, ON, CA



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:


Due to significant business growth, the Cloud Production Team is recruiting a service quality manager to assist in maturing and improving our service delivery. The role will focus on reducing incidents, and systematically avoiding repeat incidents with a primary focus on problem management.

This is an opportunity to develop new skills, expertise, and to approaches. The work is varied and may involve detailed analysis of operations within Cloud Production Support as a whole, developing protocols for communication, and working processes, or conducting related research and collaborating with stakeholders.

As part of the wider Cloud Production Support Team, the Lead Cloud Support Specialist will own and drive the handover validation, problem identification, problem investigation, and problem resolution processes, ensure that root causes are identified and that customer-facing root cause analysis (RCA) reports are delivered effectively and consistently.

The successful candidate will have a high level of visibility across the organization and the chance to influence strategy at a senior level.

You are great at:


  • Validate the process applied appropriately to environments handed over from provisioning and/or onboarding to CPS.
  • Develop existing problem management processes within the Cloud Production Support group
  • Responsible for governance and execution of Problem Management.
    • Leading review calls where necessary and providing regular updates.
    • Accountable for vetting problem records through the Problem Management Lifecycle.
    • Working with Cloud Production Support and other stakeholders to ensure that Problem records are completed effectively.
    • Ensuring RCA (Root Cause Analysis) has been thoroughly completed and remediation Steps have been identified to ensure no re-occurrence of the same issue.
    • Tracking and ensuring that remediation steps have been completed.
  • Work with global process owners, and other stakeholders on problem management and service quality initiatives.
  • Monitor and report on the execution of the Problem process.
  • Contribute to the regular service reviews: Including the following:
    • Understand the Incident and Problem KPIs, identifying trends, and improvement opportunities
      • Provide problem management reviews for high-priority incidents.
      • Provide problem management reviews against globally identified problems to review (no root cause, escalated, P1-P2 problems)
      • Develop reporting, analysis of trends, and deriving insights to support quality improvement
  • Drive and participate in continuous service improvement initiatives.
  • Provide long-term strategy suggestions


What it takes:


  • ITIL Certified or demonstrated equivalent experience
  • Experience working with ticketing tools i.e. Service Now, ITSM, Micro Focus Service Manager, Jira, etc.
  • Track and monitor problem records. Meticulous/ detail-oriented person. Consistent follow-up on pending/ open problem tickets dependent on other functional teams.
  • Reports generation & extraction, analysis, and recommendations to the leadership team.
  • 5 years of previous experience, preferably in a cloud services environment. Knowledge of MS Azure, AWS or GCP would be beneficial.
  • An excellent relationship builder and motivator who will thrive on working closely with internal teams and stakeholders.
  • Excellent communication (both verbal and written), interpersonal and organizational skills
  • Strong analysis, problem-resolution, judgment, and decision-making skills
  • Ability to think creatively about the opportunities that technology changes will create in the future
  • Energetic, flexible, adaptable, change-oriented
  • Customer focused
  • Bachelor's degree in a business or technology discipline or demonstrated equivalent working experience.




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


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.


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. 

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. 

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.

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