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 Director, Cloud Services is responsible for planning, and executing, strategic efficiency plans for the OpenText NOC Monitoring, Service Management and Reporting. The position reports directly to the Senior Director, Cloud Services with matrixed responsibility, As Director, you must possess good verbal and written communication skills required to effectively communicate and notify cross-functional OpenText departments and executive Management. The position requires to lead a large team and be able to prioritize multiple business critical projects with regular reporting. Managing sensitive business initiatives also requires knowledge of budgeting operational expenses and maintaining strong fiscal year cost saving plans. This role is also responsible for integrating new acquisitions/mergers, end service life services, and new product deployments & product enhancements to the NOC monitoring services.
You are great at: NOC: Monitoring Administration

• Monitoring and Event Support Expectations

• Incident Support for faster resolution
• Global On-Call Escalation
• Post Incident Action Requests for monitoring
• Work with Tools and Automation teams on maintaining proper functionally of all tools.
• Threshold reviews and configuration
• Content management of alerts and templates for monitoring

• Process Management

• Develop Unified and Efficient Support Procedures
• Work with NOC Management on Process Flows
• Training and recruitment
• Internship programs and mentorship
• Continuous improvement
• Team productivity and effectiveness metrics and KPIs

• Mergers and Acquisitions

• Review and collaborate in business decisions on post-acquisition tools for NOC
• Manage and collaborate with architecture and infrastructure team on the \xe2\x80\x98end of life\xe2\x80\x99 of NOC monitoring and reporting tools - post acquisition consolidations

Service Management

• Lead and Support Service Mgt to accomplish their goals and assignments and collaborate with Global Service Management teams.
• Advocacy for Service Mgt processes and Mgt escalation for functional execution of Service Mgt processes
• Familiar with Process related to Service Management frame work of Release Management, Change Management, Problem Management, Incident Management and Software Development/Deployment.

Data Analytics and Reporting

• Lead team to generate Service related reports to senior management based on Metrics reported by NOC teams and Service Management teams

What it takes:

• Bachelor\xe2\x80\x99s Degree and/or equivalent in relevant Engineering
• Minimum 10 years of relevant experience in Network, Datacenter, and NOC environments
• Proficient with Unix/Linux/Windows-based OS, Networking (Cisco)
• ITIL Best Practices and Methodologies certifications and knowledge
• Business critical metrics report and data analysis based on the data coming out of Service Management and NOC tools.
• Ability to articulate clearly both in written and verbal communications
• Must be willing to work any shift in a 24x7x365 work environment, weekend and Holiday hours required

Preferred Qualifications:

• Knowledge and use of common industry monitoring tools
• The skills needed to make determinations of prioritization on critical system issues while meeting changing or conflicting priorities while maintaining effectiveness
• Coordination, organization and teaming skills
• Experience working in organization supporting Cloud based Hosted solutions.
• Self-motivated and quality-driven, balanced with technical, analysis and support abilities
• Ability to defuse anger, resolve conflict and operate with a strong sense of urgency
• Ability to multi-task and respond to priority issues effectively
• Work independently, with minimal supervision, responsible and accountable.
• Seek opportunities for continued personnel and business growth and improvement
• Experience working with teams developing dashboarding using tools such as Grafana
• Technically familiar with technologies associated with Compute, Storage, Network, Applications, Security Tools, Monitoring and Cloud Infrastructure.

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.
Subject to applicable laws and regulations, OpenText\xe2\x80\x99s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.