Manager, Cloud Support

OPENTEXT

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.

OPENTEXT

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.

YOUR IMPACT

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

What The Role Offers

The Manager for Technical Support will be responsible for operational support and people management.

Provide exceptional Customer Experience while balancing the productivity requirements of the business.

Reporting to a Senior Manager, Customer Support, the primary responsibility of this position is to oversee the operations of the L2 and L3 Customer Support teams. This includes managing the team members, prioritizing, and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policies. This person must understand technical concepts and be comfortable managing challenging situations while remaining customer-focused.

• Direct responsibility overseeing operations of a highly technical Customer Support team. This encompasses escalations, time, issue prioritization, and policy compliance.
• Deliver a customer-centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the action plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• Creative thinker and able to adapt to change
• To provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text.
• Working with Development and Product Management to drive customer issues
• As a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.
  
  

What You Need To Succeed

• Strong technical background and any combination of the following skills or knowledge
• Understanding of Windows and Linux operating systems
• Networking protocols and architecture
• High Availability, Disaster Recovery, and Migration concepts
• Cyber Resilience
• Enterprise software solution architectures
• Familiarity with validated environments and security compliance in the enterprise
• Enterprise software deployment in the cloud
• Enterprise Content Management
• Previous experience leading technical teams
• Strong team-building skills are required
• Previous experience interfacing with customers in a support capacity
• Previous experience managing C-level escalation situations
• Excellent communication skills, written and verbal.
• Strong interpersonal skills and customer orientation.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
  
  

One Last Thing

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

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, veteran status, disability, religion, or other basis protected by applicable laws.

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.

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