Job Description
Lead Support Specialist sought to improve efficiency and quality of Cloud Support operations through automation, monitoring, and collaboration.
OpenText is a global leader in information management, where innovation, creativity, and collaboration are key components of our corporate culture. As a member of our team, you will have the opportunity to partner with highly regarded companies, tackle complex issues, and contribute to projects shaping the future of digital transformation.
The Private Cloud Support Continuous Service Improvement team is seeking a technically skilled and resourceful Lead Support Specialist to contribute to medium-scale technical projects. The ideal candidate thrives in a highly collaborative environment, is continuously learning, and is adaptable to shifting requirements.
Key Responsibilities:
- Write scripts to facilitate automated deployments of monitoring solutions.
- Analyze monitoring alerts to identify opportunities for improved application monitoring.
- Tailor Grafana dashboards to meet requests from Private Cloud teams.
- Work on technical projects that span multiple teams, including Cloud Support, Cloud Operations, Network Operations, IT, and Product Management.
- Support ongoing AI-driven initiatives in collaboration with TSS and other key stakeholders.
- Lead the creation of detailed playbooks to enhance issue resolution processes and operational efficiency.
Requirements:
- Minimum of 5 years working in technical support, operations, or consulting roles within enterprise-level, multi-tiered application environments.
- Strong scripting and automation skills; familiarity with tools for streamlining operational tasks.
- Proven ability to work with a broad range of in-house and third-party applications within both private and public cloud environments.
- Outstanding verbal and written communication skills with a strong focus on clarity and empathy.
- Demonstrated experience working in collaborative, dynamic teams with the ability to pivot seamlessly as project requirements evolve.
- Working knowledge of Docker, Kubernetes, and Helm.
- Experience in delivering services within an ITIL-based framework.
At OpenText, our employees are our greatest asset. We have brought together a diverse community of people who respect each other and work together to deliver excellence. We provide a workplace that fosters teamwork and productivity, but we recognize that when employees are supported, we are all enriched. Our benefits package is simple, transparent, and competitive.
Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.