Associate Cloud Applications Consultant

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.

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:
Reporting to TSS Practice Manager, Associate Cloud Applications Consultant is responsible for being part of the technical team that involves and complete ownership of technical delivery including administration and management of the OPENTEXT Exstream product suite for our world-wide customers. 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:

• Represent OpenText acting as first point of contact for all technical support inquiries.
• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.
• Collaborate with various stakeholders to act as a trusted customer advocate.
• Adhere to processes and methodologies to perform the required function.

WHAT YOU NEED TO SUCCEED:

• 1 - 3 years of prior experience working on relevant technologies
• Willingness to work in shifts during weekdays and on-call during weekends.
• Proficient knowledge in Exstream design manager and basics
• Having knowledge on configuration of Content& Archive server integration with Communications Server, OTDS installation, configuration, and integration with Exstream will be an asset.
• Logical thinking and problem-solving skills along with an ability to collaborate.
• Ability to understand customer environment and product integration with 3rd party applications.
• Previous experience working within a technical support environment will be added advantage.
• Good Knowledge in, OS - Win/Linux - OS fundamentals, troubleshooting fundamentals, Logs, DB - MS SQL, Oracle - Write basic queries, API basics.
• Strong analytical skills combined with ability to work in a fast-paced environment with geographically distributed teams.
• Minimal knowledge on latest versions of Exstream and latest technologies.

Candidate should possess:

• Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task.
• Highly motivated
• Good in Communication
• Team player, result driven, ambitious, responsible.
• Enjoys sharing knowledge and communicating.
• Flexible to work in shifts.

You are great at:

• Representing OpenText in a professional manner to customers, partners, and other OpenText personnel always.
• Align with Technical Lead in driving major activities/milestones to successful completion within the agreed timelines.
• Improve team& delivery efficiency by meeting customer agreed KPIs& SLAs, showcasing process improvements, and identifying automation opportunities wherever needed.
• Hands-on experience in managing Opentext Exstream applications for global customers using the ITIL framework.
• Support and report to the 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.
• 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 in accordance with 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 and conduct training sessions for 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.

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