Technical Lead

Ref#: 21053

Function: Technical Support

Location: Philippines, Makati City

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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. 

The opportunity:

The daily activities will be to provide Lead technical support for customers using OpenText applications for Financial accounts including but not limited to Trading Grid, Managed File Transfer, and Manager Services account. They will also perform proactive daily transaction and application monitoring on a 24x7x365 basis. In addition, the resource will be responsible for all incidents and problem management to support Financial customers who will exchange business documents over the Internet and point-to-point communication.

You are great at:

• Serve as highest escalation point (SME) within the team, train and mentor new team members, identify, develop, and promote new process
• The Technical Support Lead will provide first and second level support for Opentext applications, including day to day incident management, problem management and request management as applicable
• Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products, including but not limited to, EDI, HTML
• Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
• Be the point of contact of the Manila team in the absence of the team’s supervisor and/or manager

What it takes:

• At least 7 years of related experience
• Unix and SQL skills Knowledge Required, candidates with no UNIX and SQL need not apply.
• Experience in supporting technical products or services, network application, different protocols or software required
• Experience working with at least two Data Formats: (EDI, XML, X12, EDIFACT, Flat File) ; experience with Communication Protocol: (Http (AS2), FTPS, SSL, SSH.
• Must be able to work the night shift, shift rotation, Philippine holidays and on call (when necessary)

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

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