Lead Cloud Support Specialist - Waterloo, Canada - Open Text Corporation

Open Text Corporation

Verified Company

Waterloo, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Lead Cloud Support Specialist:

Req id: Waterloo, ON, CA
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:

Due to significant business growth, the Cloud Production Team is recruiting a service quality manager to assist in maturing and improving our service delivery.

The role will focus on reducing incidents, and systematically avoiding repeat incidents with a primary focus on problem management.

This is an opportunity to develop new skills, expertise, and to approaches.

The work is varied and may involve detailed analysis of operations within Cloud Production Support as a whole, developing protocols for communication, and working processes, or conducting related research and collaborating with stakeholders.

As part of the wider Cloud Production Support Team, the Lead Cloud Support Specialist will own and drive the handover validation, problem identification, problem investigation, and problem resolution processes, ensure that root causes are identified and that customer-facing root cause analysis (RCA) reports are delivered effectively and consistently.

You are great at:

Validate the process applied appropriately to environments handed over from provisioning and/or onboarding to CPS.
Develop existing problem management processes within the Cloud Production Support group
Responsible for governance and execution of Problem Management.
Leading review calls where necessary and providing regular updates.
Accountable for vetting problem records through the Problem Management Lifecycle.
Working with Cloud Production Support and other stakeholders to ensure that Problem records are completed effectively.
Ensuring RCA (Root Cause Analysis) has been thoroughly completed and remediation Steps have been identified to ensure no reoccurrence of the same issue.
Tracking and ensuring that remediation steps have been completed.
Work with global process owners, and other stakeholders on problem management and service quality initiatives.
Monitor and report on the execution of the Problem process.
Contribute to the regular service reviews: Including the following:
Understand the Incident and Problem KPIs, identifying trends, and improvement opportunities
Provide problem management reviews for highpriority incidents.
Provide problem management reviews against globally identified problems to review (no root cause, escalated, P1-P2 problems)
Develop reporting, analysis of trends, and deriving insights to support quality improvement
Drive and participate in continuous service improvement initiatives.
Provide longterm strategy suggestions

What it takes:

ITIL Certified or demonstrated equivalent experience
Experience working with ticketing tools i.e. Service Now, ITSM, Micro Focus Service Manager, Jira, etc.
Track and monitor problem records. Meticulous/ detailoriented person. Consistent followup on pending/ open problem tickets dependent on other functional teams.
Reports generation & extraction, analysis, and recommendations to the leadership team.
5 years of previous experience, preferably in a cloud services environment. Knowledge of MS Azure, AWS or GCP would be beneficial.
An excellent relationship builder and motivator who will thrive on working closely with internal teams and stakeholders.
Excellent communication (both verbal and written), interpersonal and organizational skills
Strong analysis, problemresolution, judgment, and decisionmaking skills
Ability to think creatively about the opportunities that technology changes will create in the future
Energetic, flexible, adaptable, changeoriented
Customer focused
Bachelor's degree in a business or technology discipline or demonstrated equivalent working 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.