Director, Cloud Support

2 weeks ago

Cork, Ireland opentext Full time

 

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.

OpenText™ Customer Success Services are designed to drive deeper product adoption, onboard users faster and accelerate time to value.  These services leverage our L.O.V.E.TM  by OpenText model, an outcome-driven customer engagement framework and are led by an experienced OpenText Customer Success Manager who develops a custom success plan beyond purely technical factors. Customer Success Services also include a portfolio of differentiated Technical Success services delivered by experts with deep knowledge of OpenText product deployments on a variety of Cloud platforms – OpenText Cloud, Google Cloud, Microsoft Azure or Amazon Web Services.

 

Reporting to the Vice President Cloud Services, you will also serve as a key member of the leadership team providing thought leadership in continuously evolving the portfolio of Technical success services to provide value-driven, differentiated outcomes for our EMEA Cloud customers as well as retaining a key focus on optimizing service delivery by a relentless focus by implementing AIOps for all applicable delivery areas.

 

 

You are great at:

  • Strong background and pedigree in delivering Managed Services (preferably on the Cloud)
  • Customer-first & Services mindset & experience
  • Good grasp on Technology Operations and  to manage key stakeholder relationships
  • Can independently create and present a vision and roadmap for their org, push the team to achieve more and also represent challenges (with solutions) effectively
  • Change Management - Test, Deploy all types of changes, customizations, hotfixes etc
  • Incident Management – resolution of P1-P4 cases/alerts
  • L1 Business Administration and Service Requests
  • Production Readiness activities

 

What it takes:

  • 15+ years of IT experience, with 8-12 years’ relevant experience in managing enterprise application deployments for private cloud customers.  This background could be either in managing enterprise application footprint as part of an IT team OR with a Managed services provider OR with a Product company that provides Application Managed services for their enterprise applications in private on-prem deployments or on any hyperscalers (preferred)
  • Adept in working with diverse global teams supporting global customers
  • Proven track record of successfully leading a Managed /Application Managed Services practice delivering services for private cloud customers, with superior customer relationship and delivery management skills is a huge plus.
  • Deeply passionate about technology, he/she must have a strong understanding of managing application deployments on cloud platforms /hyper-scalers
  • Passionate, hands-on problem-solver who can really drive cultural transformations to create & nurture strong metrics-driven, high-performance teams that excel in providing a high level of customer experience driven by improvements in key KPIs and metrics such as Availability, First-time-to-response, resolution time, productivity improvements etc.
  • Establish a cadence of outcome-focused delivery via Monthly Operations reviews that highlight key measures that focus on workloads, KPIs, capacity utilization and productivity.
  • Must have the ability to show-case teams’ successes and accomplishments and equally discern areas for improvement. 
  • Ability to define and run programs to address gaps and areas for improvement that help drive efficiencies and quality is critical.
  • Strong peoplpeople leader can connect with people, drive a high-performance culture and is passionate about grooming and nurturing talent

 

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 at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

 

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