Job Description

OPENTEXT - THE INFORMATION COMPANY
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do--powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
Your Impact:
Open Text is seeking Lead Technical Support Specialists (TSS) in Documentum. TSSs' are responsible to independently diagnose and resolve complex enterprise customer needs involving unique systems, environments and related operational issues. Constantly and continuously enhances knowledge on OT products, developing self and upskilling team members across the globe. Where relevant, as Subject Matter Expert (SME), participate in documentation and product review too, prior to product release/general availability (GA).
WHAT THE ROLE OFFERS:

• Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)
• Validates technical information, sets fair expectations and disseminates information as needed
• Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs and shares information accordingly)
• Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues
• Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations
• Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues
• As a 24 x 7 x 365 organization, MUST BE willing to work in shifts.
• Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)
• Mentors and/or coaches less experienced.
• Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills; prepares white papers for other TSSs and/or customers regarding technical solutions

WHAT YOU NEED TO SUCCEED:

• Possesses extensive knowledge in Documentum Content Server and Documentum Development Tools [REST, DFS and DFC]
• Thrive & excel in a high-pressure, time sensitive enterprise environment
• Fantastic Customer focused service skill (Empathy-based listening, written and verbal skills)
• Excellent Analytical & Technical Troubleshooting skills
• Great Team Player, Interpersonal skills and Presentation skills
• Fair understanding of OpenText product portfolio and their value proposition to the customer
• Good knowledge on both Windows and Linux Operating system environments
• Excellent understanding on RDBMS (Oracle , SQLServer and Postgres)
• Basic understanding of Core java program
• Knowledge on Documentum xPlore is added advantage
• Bachelor's (BE) / Master's Degree (MCA) with 8+ years experience.

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 . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.