OPENTEXT
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.
Your Impact
Reporting to a Senior Director or Vice President of Technical Support, the Director of Enterprise Technical Support is responsible for leading and managing the technical support department. Key responsibilities include developing and executing support strategies, ensuring efficient incident resolution, implementing best practices, and managing support staff. The role involves close collaboration with other departments, analyzing performance metrics, and continuously optimizing support processes. Additionally, you will be responsible for cost management, resource allocation, and maintaining high levels of customer satisfaction through effective communication and problem-solving. Your leadership will be critical in aligning technical support with organizational goals and fostering a culture of excellence within the team.
What the role offers:
Leadership and Strategy:
- Providing visionary leadership to the enterprise technical support team, aligning efforts with overall organizational goals.
- Developing and executing support strategies that contribute to the success of the enterprise support team.
- Exceptional analytical, strategic, and problem-solving skills. Ability to see through a vast array of problems and identify root causes of issues, and then develop achievable courses of actions for resolution.
Team & Talent Management:
- Leading and mentoring a highly skilled technical support team, fostering a culture of collaboration, accountability, and continuous improvement.
- Conducting performance reviews and delivering a customer centric philosophy, Strong and continuous focus on Employees and their learning and development.
- Ensuring training and readiness for new product and service launches.
- Mentor the Technical Support Managers, Provide mentoring to key talents. Leadership practices high ethical management and provides good work environment while being employee friendly.
- Building high-performance teams through strategic recruitment, innovative training concepts and retention to support growing business needs.
Process Optimization:
- Driving efficiency and effectiveness in technical support processes, utilizing industry best practices.
- Implement tools and methodologies including workflow, incident management, and telephony to enhance incident resolution and overall service quality.
Customer Satisfaction:
- Oversee the resolution of complex technical issues to ensure high levels of customer satisfaction among enterprise clients.
- Establish and maintain strong relationships with key stakeholders.
- Drive world class customer experience in order for the team to meet and exceed on the customer experience goals.
Collaboration:
- Proven success in building collaborative partnerships with cross-functional teams including Sales, Renewals, Professional Services, Cloud, Engineering, Product Management, Facility and Human Resource to facilitate seamless collaboration between technical support and other departments.
- Provide insights and input to enhance product/service quality based on customer feedback.
- Work with OpenText engineering team and Product Management teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.
- Build strong working relationship with your peers and teams across regions.
Performance and Service Delivery Management:
- Developing and directing work schedules and monitoring workflows to achieve globally established goals and objectives.
- Establish and monitor KPIs to measure and improve the performance of the technical Support team.
- Providing leadership and facilitating open communication between Support Managers and Support Agents within the Support Organization and other departments within OpenText
- Implement data-driven decision-making processes for continuous improvement.
- Overseeing the operations of a Technical Support team. This encompasses time management, issue prioritization, and policy compliance.
- Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done.
- Manage customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
Budget and Cost Management:
- Manage the budget for technical support operations, ensuring effective resource allocation and cost management.
- Lead project and initiatives to improve customer experience, process optimization, improved productivity and utilization of staff, cost savings and/or automation of work to enable self-help option for customers.
What you need to succeed:
- Proven experience in a leadership role within enterprise technical support, with a total of 18+ years of experience.
- Successfully led and managed teams of 50+ members, delivering high-end technical support to enterprise customers.
- Strong team building and talent management skills, with a history of building and managing specialized technical support teams.
- Flexibility to work in shifts and on-demand weekends, and openness to a 24x7 work environment.
- Highly developed professional and interpersonal skills are essential.
- Demonstrated a track record of accomplishment and effectiveness within organizations.
- Strong delivery focus, adept at meeting demanding deadlines, and skilled in prioritizing both team workloads and personal tasks.
- Extensive experience in developing metrics to measure the effectiveness of technical support within the organization.
- Familiarity with systems operations and management environments in large enterprise settings or service providers is desirable.
- Exposure to the latest technologies, including server operating systems, databases, network protocols, backup and recovery solutions, and content management software.
- Experience and understanding of ITIL principles, including Incident, Change, and Problem Management, is an added advantage.
- Certifications or training in quality management, such as Six Sigma, ITIL, Scrum, or Project Management, are a plus.
- Excellent written and verbal communication skills, with the ability to present executive-level communications to various management tiers.
- Proven experience in quality improvement systems and cost efficiency initiatives.
- Previous experience managing executive-level escalations.
- Proficiency in Microsoft Office, including Word and Excel, with the ability to create professional PowerPoint presentations.
- Working experience with CRM or incident tracking systems like Salesforce, ServiceNow, Jira, Siebel, ITSM, etc.
- Prior knowledge of OpenText products is an added advantage.
- Recognized graduate degree in any field; an MBA is a significant plus.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. 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.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
