Description:
The OpenText Cloud Production Support Team is currently searching for a Lead Cloud Support Specialist to support OpenText solutions deployed within the OpenText Cloud. 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 with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.
What The Role Offers
- Driving improvements to the applications, processes, and infrastructure for new products, new support strategies and tools
- Acting as a technical leader to the current team in resolving complex issues while coaching and mentoring individuals
- Responding to and solving customer technical requests to enable the resolution of complex technical issues.
- Responding to and troubleshooting alerts from monitoring applications, servers, and devices sufficient to meet service level agreements.
- Operating, managing, and administering production applications while following documented policies and SOPs.
- Partner with Customers facilitating high-level escalations and orchestrating action plans
What You Need To Succeed
- University/College degree within a related discipline or equivalent work experience
- Several years’ experience working within an IT support or consulting environment working with enterprise-level customers.
- Experience delivering service within an ITIL-based service delivery model.
- Extensive knowledge of either Windows, Linux, or Application administration skills in a TCP/IP networked environment.
- Working experience with either Programming/scripting/DBMS (e.g. SQL, Java, Python, Powershell, BashScript, Ansible, JavaScript)
- Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
- Experience with cloud technologies and microservices such as Docker, Kubernetes, AWS, GCP, or Azure.
- Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution.