Snr Product Specialist, Cloud Delivery

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Function: Technical Support

Location: Ireland, Cork

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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.  #LI-POST

The opportunity:

The Open Text Cloud Delivery technical team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining an emerging team that will provide world class technical customer support including hands on troubleshooting and administration to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting Open Text Managed Hosted Enterprise Software solutions deployed within the Open Text Cloud.

You are great at:

Respond to and solve customer technical requests, show a detailed understanding of the customer's managed hosted environment, the applications within this environment and their configuration.
Resolution of complex technical issues, including issues across multiple organizational boundaries. Document and/or Implement proposed solutions.
Operate, manage, and administer production applications on UNIX and Windows based servers and services according to policies and best-practices.
Respond to and troubleshoot alerts from monitoring of applications, servers and devices to meet service level agreements.
Promptly initiative and/or support the OpenText incident management process when and where required.
Perform installation and initial configuration of Managed services customer environments.
Collaborate on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.
Participate in after hours on call rotation with other staff members.
Automate tasks where appropriate through the use of scripting and/or automation tools in order to provide consistency and reduce effort.
Troubleshoot and resolve access problems through VPN/Internet and internal connections with other groups as appropriate as required.
Maintain detailed records of all changes to customer environments, in compliance with the OpenText change management process.
Remediate application and infrastructure security issues by patching, updating configurations or as required by creating requests for other technical groups.
Update and/or patch customer environments as required.
Identify, plan and coordinate maintenance activities in support of Managed Services customers.

What it takes:

Previous experience working within a technical support environment supporting an enterprise-level multi-tiered application
Strong Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)
Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, etc.).
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Proven experience working in a fluid environment that is ever growing and changing
ITIL certification would be considered a great asset
Knowledge of enterprise infrastructure, including storage devices, network firewalls and load balancers would be an advantage.
Experience managing and operating applications in production use would be a strong advantage.
Ability to communicate effectively to both technical and non-technical audiences.
Familiarity with Open Text products would be considered a great asset.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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