Location
Waterloo, ON | Canada
Job description
The OpenText Cloud Technical Success Services Team is currently searching for a Lead Cloud Support Specialist to support OT Cloud solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support 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.
WHAT THE ROLE OFFERS
- 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.
- Operating, managing, and administering production applications such as Content Suite while following documented policies and procedures.
- Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
- Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
- Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
WHAT YOU NEED TO SUCCEED
- Experience : A minimum of 5-7 years of previous experience working within a technical support or consulting environment with enterprise-level multi-tiered applications and supporting technologies.
- Asset Language Skills : Being multilingual (English/French) will be an asset but not required.
- Technical Skills : Familiarity with Docker, Kubernetes, and Helm, and a willingness to learn. 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 (e.g., MS SQL Server, PostgreSQL/Postgres, Oracle, MySQL). Programming/scripting skills are helpful (e.g., SQL, .sh/.bat, Java, JavaScript, Python). Familiarity with the configuration and management of web/application servers (e.g., IIS, Apache, Tomcat, etc.).
- Additional Assets : Experience with OpenText products like Content Suite, Exstream, or SuccessFactors. A strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- Personal Attributes : Proven experience working in a fluid environment that is ever-growing and changing. A positive attitude, patience, dedication, and commitment.
- Responsibilities : Managing escalations that funnel up from the frontline team (via advisory channels or ownership). Reviewing the RCA and ensuring technical accuracy. Acting as a dedicated resource for select high-profile customers. Working towards being a Subject Matter Expert for one or more knowledge areas related to the team's day-to-day functions. Assisting the frontline team members during Major Incident Management engagements and ensuring smooth handling. Developing and delivering knowledge to the team, i.e., attending Knowledge Transfer Sessions and documenting information for consumption by the team
- University/College degree within a related discipline or equivalent work experience
- On-call rotation required (Saturday - Sunday)
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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected] .
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