Manager, Technical Support

OPENTEXT – THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity

Reporting to a Sr. Manager or Director – Technical Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting OpenText Enterprise products for supporting Global customers. This includes managing the team managers and team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Technical Support policy.

You are great at:
 

• Direct responsibility to oversee some of the operations of Technical Support team. This encompasses managing Manage SLA, KPIs / MBOs, Productivity, staffing plans, work scheduling, issue prioritization, and policy compliance.
• Deliver a customer centric philosophy.
• Mentor the Technical Support Specialists.
• Provide mentoring to key talents.
• Create and deliver action plans to improve efficiency and quality.
• Manage customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the OpenText Technical Support team.
• Actively engage in talent management activities such as hiring, performance management, feedback, training, etc.
• Act as OpenText culture ambassador.
• Creative thinker and able to adapt to change.
• Have a positive presence and can deal with difficult conversations.
• Develop people’s career, preparing them to grow professionally through mentoring, coaching and career guidance.
• To provide leadership and facilitate open communication between Technical Support Specialist within the group and other departments within OpenText.

What It takes:
 

• Relevant managerial experience in Enterprise Production support environment preferrable Cloud with an overall experience of 10+ years. Out of which minimum of 3+ years’ experience in direct people management.
• Willing to work in 24×7 Shift
• Primary requirement would be to support the global customers using OpenText Products
• A technical background including knowledge of Relational databases, Operating Systems, Web Technologies, Networking Protocols & related architecture preferred
• Highly developed professional and interpersonal skills are needed to perform the job
• Strong team building and talent management skills are required
• Previous experience interfacing with customers in a support capacity
• Previous experience managing C-level escalation situations
• Possesses extensive knowledge in Microsoft Office Suite, preferably MS Excel
• Excellent communication skills, written and verbal
• Prior knowledge of any of the OpenText products would be an added advantage
• Familiarity with CRM or incident tracking and management systems such as Service Now, ITSM, Siebel, Remedy, Clarify, Salesforce, etc.
• Experience and Certification in Cloud Operations and ITIL is preferred.
• Experience in managed service preferred.

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.