Lead Cloud Infrastructure Engineer

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

A Lead Cloud Applications Consultant role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to technical delivery, including the administration and management of cloud-native applications built on the OpenText Documentum D2 & Content Management (CM) for Life Sciences product suite for our global cloud customers. You will serve as a subject matter expert and trusted advisor to our Cloud customers, helping them plan for future growth.

We are seeking a technically resourceful individual who excels in providing exceptional customer support in a dynamic and rewarding environment. You will join a growing team committed to delivering world-class operational support, collaborating with cross-functional teams to ensure service levels are met and customer satisfaction is achieved.

WHAT THE ROLE OFFERS

Proficient in Kubernetes, with hands-on experience in managing customer applications across cloud platforms such as AWS, Azure, or GCP.

Strong Cloud-native skills, including familiarity with modern observability and monitoring tools, as well as experience with CI / CD pipelines.

Expert in troubleshooting, deployments, product patching, updates, and proactive routine administration to ensure the smooth operation of customer environments.

Extensive experience managing third-party modules such as DFC programming, JAVA, and Tomcat.

Solid background in supporting managed services customers using the ITIL framework.

Certifications in OpenText Documentum and cloud platforms (AWS, Azure, GCP, Kubernetes Administration) are preferred.

Knowledge of Documentum D2 & CM for Life Sciences is preferred and will be considered an advantage

Strong analytical skills with the ability to thrive in a fast-paced environment and collaborate effectively with globally distributed teams.

Relevant experience : 9+ years.

WHAT YOU NEED TO SUCCEED

• Representing OpenText with professionalism to customers, partners, and internal teams, always maintaining a positive and professional image.
• Serving as the Single Point of Contact (SPOC) for assigned customer engagements, taking complete ownership of technical delivery, and providing SME-level guidance to the TSS team.
• Managing complex customer environments on hyper-scalers (AWS, Azure, GCP), ensuring seamless operations and proactively addressing challenges to maintain operational efficiency.
• Ensuring adherence to customer SLOs and SLAs, including strict compliance with availability metrics as defined in customer agreements.
• Understanding product architecture and customer solutions at a deep level, alongside a clear grasp of the customer's business use cases, drivers, and objectives.
• Troubleshooting and resolving issues swiftly, driving critical and escalated incidents to resolution, while identifying trends in monitoring alerts for proactive issue remediation.
• Collaborating cross-functionally with Success Managers, Cloud Operations, Global Technical Support, Engineering, and Product Management to ensure customer satisfaction and drive operational success.
• Keeping customers current with the latest product versions and patches, working with internal teams to develop and execute regular maintenance and update plans.
• Leading architecture, performance, and capacity reviews, offering strategic recommendations for continuous system optimization and improved performance.
• Driving projects to completion, leading key activities and milestones within agreed timelines and ensuring timely delivery of services.
• Delivering exceptional customer service, using excellent written and verbal communication skills to support customers via web, phone, or email, while demonstrating empathy and maintaining a customer-first mindset.
• Identifying automation opportunities to improve efficiency and reduce costs, driving the development and deployment of automation utilities to enhance existing processes.
• Supporting a global customer base by working in a 24x7 shift environment, providing timely assistance across various time zones.

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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.