Sr. Manager, Technical Support

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 the Director/Senior Director of Customer Support, this role is responsible for overseeing the operations of select Support teams that assist OpenText Enterprise products for our global customers. Key duties include managing team managers and members, prioritizing and handling escalated and major accounts, interfacing with customers, and ensuring adherence to OpenText's Customer Support policies.

What the role offers

• Directly responsible for overseeing Enterprise Software Product Support teams, including KPI management, issue prioritization, policy compliance, and driving Root Cause Analysis to improve performance.
• Possess exceptional analytical, strategic, and problem-solving abilities, with a keen ability to navigate a wide range of issues, identify root causes, and develop actionable solutions for resolution.
• Champion a customer-centric philosophy, emphasizing continuous employee learning and development to ensure timely issue resolution within SLAs.
• Mentor Technical Support Managers and key talent, fostering a high-ethics leadership approach that promotes a positive and employee-friendly work environment.
• Demonstrate perseverance, drive, and a strong work ethic, willing to take hands-on action to achieve results.
• Ensure teams are prepared and trained for new product and service launches.
• Innovate and design processes, systems, and technology to enhance technical support functions, including workflow optimization, incident management, and telephony systems.
• Collaborate with OpenText sales teams and key stakeholders to define and improve existing support programs or create new ones as needed.
• Partner with OpenText engineering and cross-functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions.
• Manage customer relations for escalated issues, developing action plans, communicating with customers, and providing regular updates on progress.
• Actively participate in talent management, including hiring, performance evaluations, feedback, and training.
• Utilize interpersonal skills to influence customers, suppliers, and managers at comparable levels.
• Contribute to the achievement of department and functional objectives.
• Lead projects and initiatives aimed at enhancing customer experience, process optimization, productivity improvements, staff utilization, cost savings, and automation.
• Maintain a good understanding of the latest technologies, including server operating systems, databases, network protocols, backup and recovery solutions, and content management software.

What you need to succeed:

• Minimum of 15+ years of relevant managerial experience in a support environment.
• While the team fosters a fun and engaging culture, we also collaborate with peers across different time zones globally. This role requires flexibility to work in any shift (including PST) and weekend hours, and a willingness to operate in a 24x7 work environment.
• Highly developed professional and interpersonal skills are essential for this role.
• Strong team building and talent management skills with a proven track record of building and managing specialized technical support teams.
• 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 customers and/or service providers is highly desirable.
• Demonstrated success and effectiveness in previous roles within the organization.
• Possession of industry-recognized technical certifications (e.g., MCP, VCP, Cisco Certification) and quality management certifications (e.g., Six Sigma, ITIL, Scrum, Project Management) is a plus.
• Previous experience interfacing with customers in a support capacity and managing C-level escalations.
• Experience working with teams across different geographical locations.
• Excellent written and verbal communication skills.

• Proficient in Microsoft Office, including Word and Excel, with the ability to create professional PowerPoint presentations.
• Prior knowledge of OpenText products is an added advantage.
• Familiarity with CRM or incident tracking and management systems, such as ServiceNow, Jira, Siebel, ITSM, and knowledge management systems.
• A recognized bachelor’s degree or equivalent technical experience; 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.