OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We’re hiring talent that AI can’t replace to help us shape the future of information management. Join us.

YOUR IMPACT

OpenText is seeking a Production Support Specialist. The Production Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.

• Taking escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed.
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work Identify possible improvements to processes and applications to team members and leadership.
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue.
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements.
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQs, and training materials.
• Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization.
• Participate on special project teams for support or corporate initiatives as such projects arise Mentor and train Associate and Intermediate Technical Support Specialists