Job Description

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 the TSS (Technical Success Services) Practice Manager, Sr. 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 worldwide 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

• Professionally represent OpenText to customers, partners, and other OpenText personnel always.
• Align with Technical Lead in driving major activities/milestones to successful completion within the agreed timelines.
• Drive and execute all major activities/milestones to successful 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 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.
• 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.

What You Need To Succeed

• 5 - 8 years of prior experience working on relevant technologies
• A minimum of 5+ years of previous experience working within a technical support or consulting environment working with the Exstream CCM platform and associated technologies. Working experience on Exstream design manager, Communication Server, Orchestration, Empower, OTDS, and Command Center.
• Experience with Exstream CN Knowledge is an asset.
• Extreme Knowledge of configuration of ECM integration with Communications Server, OTDS installation, configuration, and integration with Exstream.
• Ability to understand product integration with 3rd party applications in complex environments.
• Proficient Knowledge in, OS - Win/Linux - OS fundamentals, troubleshooting fundamentals, Logs, DB - MS SQL, Oracle - Write basic queries, API basics.
• Experience in delivering service within an ITIL-based service delivery model.
• Programming/script is helpful, (e.g., SQL, .sh/.bat, Java, JavaScript).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Familiarity with Docker, Kubernetes, and Helm.
• Strong analytical skills combined with the ability to work in a fast-paced environment with geographically distributed teams.
• Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution.