Production Support Specialist
OpenText
Date: 14 hours ago
City: Waterloo, Ontario
Contract type: Full time
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
OpenText is seeking a Production Support Specialist. The Production Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.
What The Role Offers
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.
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
OpenText is seeking a Production Support Specialist. The Production Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.
What The Role Offers
- Taking escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
- Resolve tickets within SLA and identify escalation when needed.
- Follow defined processes as determined by the leadership team to ensure integrity and quality of work Identify possible improvements to processes and applications to team members and leadership.
- Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue.
- Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements.
- Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQs, and training materials.
- Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization.
- Participate on special project teams for support or corporate initiatives as such projects arise Mentor and train Associate and Intermediate Technical Support Specialists
- Minimum of 2 years related experience.
- College/University graduate of a 4-year technical degree (e.g., computer science) preferred.
- Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project.
- Working knowledge of and experience with one or more of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping, EDI processing, Voice Message processing, SMS processing and Fax processing
- Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
- Working knowledge of and experience with one or more of the following databases: Oracle, MS SQL Server, and IBM DB2 Working knowledge of and experience with one or more of the following Application Servers: Tomcat, WebLogic Server and WebSphere AS
- Must be able to work on call and overtime (when necessary)
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.
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