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Lead Cloud Support Specialist

3 months ago

Kitchener, Ontario, Canada opentext Full time
**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.

**L'opportunité**:
Vous rejoindrez une équipe en pleine croissance qui fournit un support opérationnel de classe mondiale, y compris le dépannage et l'administration à une variété d'entreprises clientes. Vous devrez collaborer avec des équipes interfonctionnelles pour vous assurer que les niveaux de service sont respectés et que la satisfaction des clients est atteinte.

**Vous êtes doué(e) pour**:

- Utiliser des compétences exceptionnelles en communication écrite et verbale tout en démontrant un niveau élevé d'orientation client et d'empathie.
- Collaborer sur des problèmes techniques interfonctionnels et inter-produits avec diverses ressources, notamment l'assistance produit, technologies de l'information, les opérations réseau et les services professionnels.
- Travailler sous la direction générale avec des résultats révisés périodiquement, en cherchant l'approbation des autres sur des questions en dehors du travail ou du rôle selon les besoins.

**Ce qu'il faut**:

- Expérience avec Content Suite ou SuccessFactors un atout
- Expérience de la prestation de services dans le cadre d'un modèle de prestation de services fondé sur ITIL.
- Expérience de travail avec des SGBD relationnels (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
- Programmation/scripts sont utiles (par exemple, SQL,, Java, JavaScript).
- Connaissance avec la configuration et la gestion de serveurs web/applicatifs (IIS, Apache, Tomcat,, etc.).
- Connaissance avec Docker, Kubernetes et Helm, un atout
- Forte volonté de fournir efficacement un support client exceptionnel en mettant l'accent sur la résolution au premier appel.
- Expérience avérée de travail dans un environnement fluide qui ne cesse de croître et de changer
- Attitude positive, patience, dévouement et engagement
- Maîtrise de la langue française
- Disponibilité après les heures normales et sur appel requise

**Académique**

Diplôme universitaire dans une discipline information ou expérience de travail équivalente

**Environnement de travail**

Environnement de bureau. La participation à une rotation sur appel pour assurer le rétablissement du service lors d'incidents majeurs et effectuer des activités planifiées en dehors des heures normales est requise. Le travail en dehors des heures normales de bureau peut être nécessaire en raison de la disponibilité, des calendriers de projet, des délais, des problèmes de fiabilité du système, des problèmes des clients et/ou des différences de fuseau horaire.

**The opportunity**:
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.

**You are great at**:

- Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
- Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations, and Professional Services.
- Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

**What it takes**:

- Experience with Content Suite or SuccessFactors an asset
- Experience delivering service within an ITIL based service delivery model.
- Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
- Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
- Programming/scripting is helpful, (e.g. SQL,, Java, JavaScript).
- Familiarity with Docker, Kubernetes, and Helm an asset
- 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
- Positive attitude, patience, dedication, and commitment
- Proficiency in the French language
- After-hours and on-call availability required

**Academic**

University/College degree within a related discipline or equivalent work experience

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.