OPENTEXT - THE INFORMATION COMPANY
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
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.
Undertakes the service management activities and minor enhancement involved in the ongoing delivery of Application Management. Provides application lifecycle technical support, monitoring, troubleshooting in accordance with contractual terms and conditions and established technical standards. Provides technical input, and delivery model solutions/recommendations to Application Management Services deal pursuit. Engages in and provides support for transition/transformation efforts.
Manages the technical/service relationships: between the company and the customer, between the company and subcontractors/vendors, or among various company internal organizations. Works with the key customers, and/or internal businesses/end user representatives (e.g., Account Executive and the Account Delivery Manager) to retain customers and build the business. The company Application Management employees are supported by Service Desk function when they work directly with application end-users on application incidents. Provides input to and/or manages service improvement programs regarding customer satisfaction and service delivery. Employees using this job family should be working in Applications Management not ITO or hardware support.
Responsibilities
- Solve issues that are critical or high-risk. Independently integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
- Incident Management: Resolve single- and cross technology/application incidents independently. Document known errors and work arounds. Works with team members, delivery centers, and other company organizations.
- Escalation Management: identify, manage, and lead escalations via established processes.
- Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
- Solution Design: Apply the company solutions to meet highly complex customer needs. The solution may include service delivery models for new services.
- Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
- Teamwork: Work as part of a global, and/or multi-functional team. Seen as a resource and may mentor less experienced team members within the team in one or more technical- /operational policies/standards or business areas. Is a trusted advisor inside and outside the team/technology area.
Education And Experience Required
- Bachelor’s degree in computer science, Engineering, or related field or equivalent work experience.
- Ticket Management with the use of different CRM tools.
- Create knowledge-based articles that will be available for internal and external audiences
Knowledge And Skills Typical skills include:
- High level of English (written and oral)
- ITIL 4 Foundation level Certified (desired)
- Knowledge of ISO20000 (desired)
- General network knowledge – ports, firewalls, Ip’s
- Experience working with cloud-based products
- Experience with AWS
- Linux (desired)
- Scripting (enough to read logs and interpret the syntax)
- Strong communications skills.
- Client-facing interpersonal skills.
- Experience in support of Cloud/SaaS applications
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]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
