Description:
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 OpenText Cloud Production Support Team is currently searching for a Lead Cloud Support Specialist to support OpenText solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support and Production System Administration in a challenging and rewarding environment.
You will be joining a growing team that provides world class operational support including hands on troubleshooting and administration to a variety of enterprise customers. You will be required to collaborate and / or Lead Troubleshooting efforts with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.
- Leading with expert technical skills to orchestrate the proactive transformative changes and lead projects.
- Driving improvements to the applications, processes, and infrastructure for new products, new support strategies, and tools
- Acting as a technical leader and mentor to the technical body of the product. Prepare future technical leaders.
- Driving knowledge mapping and implementing training programs to address knowledge needs.
- Helping technical body resolving complex issues while coaching and mentoring individuals.
- Responding to and solving customer technical requests, show an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical issues.
- Working independently in a self-motivated fashion, as well as collaborating when necessary on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
- Responding to and troubleshooting alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements.
- Operating, managing, and administering production applications while following documented policies and SOP.
- Customer and partner ambassador, facilitating high level escalations and orchestrating action plans involving other areas.
- Demonstrating curiosity and driving your own learning, pursuing new knowledge continuously to keep current with industry and product changes.
- Previous experience working within a IT support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
- Experience delivering service within an ITIL based service delivery model.
- Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
- Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
- Programming/scripting is helpful, (e.g. SQL, .sh/.bat, Java, JavaScript).
- Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
- Experience with Docker, Kubernetes, and Helm.
- Experience with OT Content Server, Extended ECM and/or PowerDocs is an asset.
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- Proven experience working in a fluid environment that is ever growing and changing
- Positive attitude, patience, dedication, and commitment