Associate Consultant

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

YOUR IMPACT:

The Open Text Professional Services team is comprised of more than 3,000 consultants who act as trusted advisors, managing long-lasting relationships with more than 100,000 customers around the world. They are responsible for the delivery of business solutions from pre-sales to post implementation. Our teams of experts help organizations solve issues, create value, improve business performance, and work more effectively in an increasingly digital world.

As a Customer Project/Program Manager at OpenText, you will play a pivotal role in overseeing the successful delivery of our software professional services projects to our customers. You will collaborate closely with cross-functional teams, including technical consultants, software support teams, R&D teams and customer stakeholders, to ensure project objectives are met on time and within budget. This role requires strong project management skills, technical acumen, and exceptional communication abilities to provide an exceptional customer experience.

WHAT THE ROLE OFFERS:

• Resource will be responsible for Level 3 management of Mycom,VTI and its configurations
• This includes all Operations & Maintenance activities as well as adding new enhancements.
• L3 resource will act as service owner for Mycom, VTI system providing technical governance and also mentoring for resources involved in Level 2 and Level 1 support of the Mycom, VTI system. L3 resource will also coordinate with application leads of other integrated components and also with Infrastructure team who support the infra on which Mycom, VTI systems are deployed. As Service owner of Mycom and VTI, L3 resource will be required to keep track of response and resolution SLAs of tickets reported for Mycom domain.
• As Service Owner, L3 resource will be SPOC for customer and one of the key participant in operations review meetings.

• • Managing the existing configuration in Mycom and VTI
  • Analyze reported Issues of Mycom and VTI
  • Manage patching Mycom and VTI application
  • Manage Mycom Server with VTI, SNMP LIB Patches against defects raised
  • Perform regression test and produce test Reports for updated Product and VTI, SNMPLIB patches
  • Perform service start, stop of Mycom, VTI application when needed
  • Should have expertise in working on Linux environment
  • Should have Mycom, VTI system performance improvement skills
  • Maintain 99.5% uptime for all Mycom, VTI instances
  • Troubleshooting and fixing any issues reported by L2
  • Should be able to work on Incidents / Problems / Change / SR till the closure
  • Understand the business requirements and convert them into functional and technical requirements.
  • Plan and design the solution in line with business requirements
  • Prepare effort estimation, schedule estimation.
  • Help presales in preparing detailed technical document with technical pre-requisites (ex: HW, additional SW, communication ports etc.)
  • Perform high and medium complexity enhancements.
  • Guide team in low complexity enhancements
  • Prepare documentation (Design, As built, administration guide, user guides etc.) for enhancements.

WHAT YOU NEED TO SUCCEED:

• Bachelor’s degree in computer science or any of the engineering disciplines.
• Any Project Management, Agile certifications are a plus.
• 6 to 8 years IT / Telecom experience with at least 4 years’ experience in Mycom (PMS - Performance management solution), VTI or similar tools.
• Significant experience working in enterprise software product industry is desirable.
• Experience in interacting and communicating with C level Business and Technology leadership
• Project management skills – Knowledge areas like Schedule, Cost, Scope, Risk, Resourcing, Program management, financial management, Change Management etc.
• Customer management skills – Stakeholder management, negotiation, advocacy, influencing, escalation management etc.
• Ability to manage large cross-functional programs, projects and initiatives driving global impact
• Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology
• Excellent management/supervisory/interpersonal skills and ability to operate under tight timeline-driven initiatives
• Ability to analyse and resolve complex issues, both logical and interpersonal.

Comfortable in dealing with ambiguity and ability to plan for success

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.