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  • 3 - 4 Years
  • Posted : above 1 month

Job Description:

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 Tier2 Cloud Support Operations team performs as the Point of Contact (POC) for all critical incident event escalations from NOC Tier1, Advanced Resolution teams and 3rd level support teams who identify potential service impacts They will be responsible for incident ticket management across multiple services/environments, requiring updating and resolution of service requests and incidents events while meeting response & resolution OLA/SLAs and MTTR goals The role requiresoversight of vendor maintenance activities to ensure they are actively managed and completed as requiredAdditionally, Tier2 Cloud Support Operations will provide guidance, and on-site support and backup responsibilities for Opentext core data centers

You are great at

The Cloud System Engineer provides 2nd level triage and troubleshooting for events escalated by the Monitoring Specialists in NOC Tier1 Tier2 works closely with various support teams, including but not limited to; Engineering, Professional Services and Client Services, providing resolution/work-arounds for all systems and services globally while ensuring OLAs/SLAs are adhered to Cloud System Engineers must prioritize events and escalate as required while ensuring post event follow-up The team actively participates in all incidents, Major Incidents and decision-making activities, as such; they must have good judgment and the ability to make sound business decisions while adhering to established policies They will act as the Technical Trainer/Mentor for Monitoring Specialist resources and new Cloud System Engineer personnel, providing internal training sessions/cross-training in their area of expertise This will also require them to work closely with the Documentation Specialist - submitting updates for Operational procedures and policies as needed
The Cloud System Engineers skill set requires a strong working knowledge of all services, hardware, support practices, remediation tools and proper trouble-shooting techniques and procedures Cloud System Engineer is chartered with meeting or exceeding agreed to system availability numbers and driving low Mean Time to Resolution (MTTR) times, while identifying and driving continuous process improvement, providing critical insight for design/process improvement and moving the organization from reactive, to proactive Incident avoidance This will be done through active participation in post-event follow-up discussions and contributions to Problem Management, identifying gaps, known errors and assisting in root cause analysis They must be capable of consulting and communicating effectively with monitoring personnel, system engineers, developers and system SMEs to isolate hardware, software or system failures and ensure the proper course of remediation Good verbal and written communication skills are required to effectively communicate and notify cross-functional Opentext departments including but not limited to, Executive Management, IT Operations and International Regions (both Commercial and IT)

What it takes

Liberal Arts degree; two years of secondary schooling and/or equivalent IT job experience and training
Minimum of 3 - 4 years of relevant IT experience
Proficient with Unix/Linux/Windows based OS, Networking (Cisco)
Knowledge and use of common industry monitoring tools
ITIL Best Practices and Methodologies certifications and/or knowledge
The skills needed to make determinations of prioritization on critical system issues while meeting changing or conflicting priorities while maintaining effectiveness
Coordination, organization and teaming skills
Self-motivated and quality-driven, balanced with technical, analysis and support abilities
Ability to multi-task and respond to priority issues effectively
Ability to work independently, with minimal supervision
Ability to articulate clearly both in written and verbal communications
Must be willing to work any shift in a 24x7x365 work environment, weekend and Holiday hours required

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 09th Jun 2020

Key Skills:

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