Your Impact
An OpenText Content Server Principal Cloud Application Consultant is responsible for the technical delivery of the CS (Content Server) Platform based solutions. This role has a heavy deployment and administration emphasis, combined with the consultation skills required to promote the impression of quality and excellence actively fostered within the Customer Success Organization.The role is customer-facing and requires excellent interpersonal skills with the ability to communicate with a wide range of stakeholders (internally and externally), both verbally and in writing.
What the role offers
Work with an OpenText technical delivery/consulting team to
- Participate and contribute to Project execution phases.
- Participate in the day-to-day administration of the systems, including Incident & Problem Management
- Participate in planning and execution of new implementations, upgrades, and patching activities (Cloud or OnPrem via Upgrade factory/Center)
- Participate in the advanced configuration of CS software components, in line with project and customer time scales.
- To co-ordinate project delivery through multiple teams that may include 3rd party suppliers, partners and client resources.
- Actively contribute to automating provisioning, patching and upgrade activities where possible to achieve operational efficiencies.
- Actively seek new opportunities by working with the customer and the change control provisions provided by the contract, to extend the scope of profitable business.
- Actively use and contribute to the project management standards and quality checks used within OpenText Cloud Services.
- Understand requirements, conduct detailed design, determine level of effort, plan work breakdown structures and implementation approach.
- Prepare, maintain, and submit activity/progress reports and time recording/management reports in accordance with published procedures. Keep project managers informed of activities and alert to any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements.
- Manage expectations and responsibilities for all clients and internal stakeholders.
- Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
- Respond to and solve customer technical requests, show an understanding of the customers managed hosted environment and applications within the Open Text cloud enabling resolution of complex technical issues. Document or implement proposed solutions.
- Respond to and troubleshoot alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements.
- Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.
What you need to succeed
- BE/B. Tech. or equivalent technical qualification
- Minimum of 12+ years of relevant experience
- Well versed with deployment, administration, troubleshooting, upgrade/migration of the OpenText Content Suite Platform and related components (Content Server, Archive Server, xECM, xECM Modules, Brava, OTDS, Search & Indexing) & Integrations with SAP, SuccessFactors, Salesforce.
- Experience with Cloud deployment of the Content Suite Platform will be an advantage.
- In-depth understanding of Enterprise Content Management (ECM) system principles.
- Expert in OpenText Content Management (formerly Extended ECM), with substantial experience in the administration and management of Content Server and related components including Content Server, Archive Server, Extended ECM Modules, Brava, OTDS, Search & Indexing, Powerdocs and Extended ECM integrations with SAP, SuccessFactors, Salesforce, Office 365, and Engineering applications.
- 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 Answer Modules, Permissions Manager, and GCI PowerTools.
- Solid background in supporting managed services customers using the ITIL framework.
- Certifications in OpenText Content Management and cloud platforms (AWS, Azure, GCP, Kubernetes Administration) are preferred.
- Strong analytical skills with the ability to thrive in a fast-paced environment and collaborate effectively with globally distributed teams.
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
- Strong interpersonal and people management skills
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