Job Description

OPENTEXT - THE INFORMATION COMPANY

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:

The OpenText Cloud Production Support Team is currently searching for a Cloud Support Specialist to support OpenText Content Server 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.

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.
• Operating, managing, and administering production Content Server, Brava and Extended ECM applications 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.

Skills and Knowledge:

• A minimum of 5+ years previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.

• Experience with OpenText Content Server is an asset. Knowledge on BRAVA, BLAZON, Archive Server, OTDS, Intelligent Viewer, ECM, xECM, Content Server(OTCS), Tomcat, IIS, Webtools, Networking, LoadBalancer, SSL, Kubernetes, Linux, Windows, , Salesforce, SuccessFactors.
• 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).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).

• Familiarity with Docker, Kubernetes, and Helm.
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.

Work Environment

General office environment. Participation in an on-call rotation to provide restoration of service for major incidents and perform scheduled activities outside of business hours is required. Work outside of normal business hours may be necessary due to on-call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences.

Willingness to work in a 24x7 shift environment.

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 .

OPENTEXT - THE INFORMATION COMPANY
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.

CREATE THE FUTURE
We create economic growth that is inclusive and sustainable.

BE DESERVING OF TRUST
The world\xe2\x80\x99s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.

WE, NOT I
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.

RAISE THE BAR
We set high standards and exceptions, to learn, to be better.

OWN THE OUTCOME
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.

\xe2\x80\x9cWe believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.\xe2\x80\x9d - Mark Barrenechea, CEO & CTO

Micro Focus