YOUR IMPACT

The Lead Cloud Applications Consultant (internal job title) is responsible for being the technical SPOC that involves complete ownership of technical delivery including administration and management of the OpenText Exstream product suite for our worldwide customers. Looking for a successful candidate who 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.

WHAT THE ROLE OFFERS

• Excellent grasp of the principles of Customer Communications Management.
• Mandatory experience in administration and management of Exstream platform that involves: Communication Server, Content Author & Empower, OpenText Directory Services.
• Working experience in the design and development of Exstream Templates.
• Good working experience on the Cloud Native version of Exstream or OpenText Notifications.
• Good working experience in the management of Exstream applications in Cloud Technologies like AWS, GCP or Azure with deployments (Kubernetes/OpenShift).
• Good knowledge in Java and integration experience in Web Services.
• Proficient in Exstream administration, maintenance activities, patch & upgrade of Exstream components.
• Participate in the day-to-day administration of the systems, including Incident & Problem Management, Change & Release Management.
• Strong analytical skills combined with ability to work in a fast-paced environment with geographically distributed teams.
• Relevant Experience: 8+ years.
• Willingness to work in shifts during weekdays and on-call during weekends or holidays.

WHAT YOU NEED TO SUCCEED

• Professionally represent OpenText to customers, partners and other OpenText personnel always.
• Technical SPOC for assigned customer engagements. Take complete ownership of technical delivery including providing SME guidance to the PSD-PH team.
• Proficient in conducting architecture, performance, and capacity reviews and developing recommendations for improvement.
• Lead & drive all major activities/milestones to completion within the agreed timelines.
• Improve team & delivery efficiency by showcasing process improvements and identifying automation opportunities wherever needed.
• Strong hands-on in managing Exstream applications for global customers using ITIL framework.
• Support and report to engagement Service Delivery Manager while assigned to active customer engagements. Regularly communicate status to the engagement project manager and proactively identify issues and preventive/remedial measures.
• Establishes relationships with client technical counterparts. Participates in weekly and monthly client service delivery meetings including escalation calls.
• Work in conjunction with colleagues from different teams of OpenText including product support, engineering, product management & Cloud Ops Teams (like DB, Storage, network etc.)
• Prepare, maintain, and submit activity/progress reports and time recording/management reports following published procedures. Keep delivery managers informed of activities and alert of any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements
• Provide knowledge transfer to team members, train staff personnel, provide on the job guidance and mentoring and conduct training sessions to customer personnel when authorized by management.
• Adhere to processes and methodologies to perform the required function. Report deviations from defined processes to the engagement project manager and recommend associated improvements.

Hybrid Work Model: 3 days onsite, then 2 days remote work per week.

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

If you need assistance and/or 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.

Please refer to job description.