Lead Cloud Applications Consultant

YOUR IMPACT:

Reporting to the TSS (Technical Success Services) Practice Manager, Lead Cloud Applications Consultant is responsible for being the technical SPOC that involves complete ownership of technical delivery including administration and management of the OPENTEXT Exstream product suite for our world-wide customers. Looking for a successful candidate who will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.

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.

WHAT THE ROLE OFFERS:

• Excellent grasp of the principles of Customer Communications Management.
• Mandatory experience in administration and management of Exstream platform that involves: Communication Server, Content Author & Empower, OTDS.
• Working experience in the design and development of Exstream Templates.
• Good working experience on the Cloud Native version of Exstream or OT Notifications.
• Good working experience in the management of Exstream applications in Cloud Technologies like AWS or GCP or Azure with containerized deployments.
• Proficient in Exstream administration, maintenance activities, patch & upgrade of Exstream components.
• Participate in the day-to-day administration of the systems, including Incident & Problem Management, Change & Release Management.
• Good knowledge in scripting - Java or .Net including Rest services.
• Strong analytical skills combined with ability to work in a fast-paced environment with geographically distributed teams
• Relevant Experience: 9+ years.
• Willingness to work in shifts during weekdays and On-Call during weekends.

WHAT YOU NEED TO SUCCEED:

• Professionally represent OPENTEXT to customers, partners and other OPENTEXT personnel always.
• Technical SPOC for assigned customer engagements. Take complete ownership of technical delivery including providing SME guidance to the TSS team.
• Proficient in conducting architecture, performance, and capacity reviews and developing recommendations for improvement.
• Lead & drive all major activities/milestones to completion within the agreed timelines.
• Improve team & delivery efficiency by showcasing process improvements and identifying automation opportunities wherever needed.
• Strong hands-on in managing Exstream applications for global customers using ITIL framework.
• Support and report to engagement Service Delivery Manager while assigned to active customer engagements. Regularly communicate status to the engagement project manager and proactively identify issues and preventive/remedial measures.
• Establishes relationships with client technical counterparts. Participates in weekly and monthly client service delivery meetings including escalation calls.
• Work in conjunction with colleagues from different teams of OpenText including product support, engineering, product management & Cloud Ops Teams (like DB, Storage, network etc.)
• Prepare, maintain, and submit activity/progress reports and time recording/management reports following published procedures. Keep delivery managers informed of activities and alert of any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements
• Provide knowledge transfer to team members, train staff personnel, provide on the job guidance and mentoring and conduct training sessions to customer personnel when authorized by management.
• Adhere to processes and methodologies to perform the required function. Report deviations from defined processes to the engagement project manager and recommend associated improvements.