Sr. Cloud Support Specialist

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 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 with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.

You are great at:

• Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.

• 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.

• Collaborating 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 procedures.

• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

• Previous experience working within an IT support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.

• Basic experience delivering service within an ITIL based service delivery model.

• Windows, UNIX, and / or Application administration skills in a TCP/IP networked environment is an asset

• Basic programming/scripting and/or relational DBMS (e.g. MS SQL Server, SQL, .sh/.bat, Java, JavaScript) desirable.

• Basic level knowledge with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.) advantageous

• 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