Lead Service Manager @ Opentext

YOUR IMPACT:

The resource will be part of a Managed Services team providing Application Management, Maintenance, Enhancement and Optimization for OpenText customers spread across the globe. Wide breadth of skills enabling one to interact with global customers delivering ITIL compliant Application Managed Services. This is a Service Management role where the incumbent will be managing customer relationship which includes daily, weekly and monthly sync ups with customer executives ranging from application admins to application owners to senior executives.

WHAT THE ROLE OFFERS:

• Coordinate the service management function along with practice managers who own and contribute resources to various managed services projects. Such projects involve Solutions built from multiple Opentext products.
• Typical responsibilities include full bread of service management activities including but not limited to:
  • Ticketing systems for various processes and change management: supervision of queues for prompt responses, satisfactory and quick workarounds/resolutions, quality of communication etc.
  • Prioritize scheduled and unscheduled deliverables whether arising from the customer staff, the monitoring tools or the technical team. Ensure critical planned activities like patching and upgrades are well planned, delivered on time, efficiently and with zero rework and/or regressions.
  • Reporting on operational performance on weekly, fortnightly and monthly basis to customers.
• Communicate with customers and regional colleagues in a global environment involving senior to very senior executives, multi-lingual and multi-cultural environments.

WHAT YOU NEED TO SUCCEED:

Around 10 years of experience combining Technical role in any of the Opentext products and solutions (preferably) plus Service Management and/or Program Management role for Production Operations or Software Support and Maintenance of which the last 3 to 5 years should be in the Application Managed Services stream. Experience working in ISO27k (or similar standards) compliant work environment is a definite plus. Experience in responding to RfQs/RfPs including detailed questionnaires on security compliance requirements, product features, service features/KPIs etc. Planning for operations in a 24x7 work environment with various resource skill and availability levels necessitating strategic planning as well as tactical skills in team organization and communication. Communicating KPIs, achievements, governance summaries, utilization and other metrics to senior management involving standard office productivity tools.

• Experience working with any of the Opentext products: ECM, AppWorks, VIM, OTMM etc.
• Excellent communication / presentation / verbal and written communication skills
• Office productivity tools, preparation of reports, presentation materials (Dashboards: Excel or any other)
• Sound understanding of KPIs in a Service Management organization.
• Data Science and Data Analysis skills (on any tools ranging from Excel to BI tools)
• Desirable (or) familiar with below at any time during career
  • Familiarity or basic communication capabilities with one or more European languages
  • Programing and scripting: Core Java, J2EE (Certification preferred), HTML, Ajax
  • Operating Systems: Linux and/or Windows.
  • Web and application servers (any one or more of): Tomcat, Apache, IIS
  • Directory Services: Open-LDAP, Active Directory, OTDS
  • Database: MSSQL, Oracle (DML and routine maintenance tasks)
  • Troubleshooting and debugging

Competencies:

• Proficient in Communication
• Timely and high impact feedback to colleagues and management on performance of workforce, compliance to contractual obligations, process improvements etc.
• Proactively advocate organizational changes needed for staying competitive in the market, acquiring and retaining talent.

Definite Plus:

• Prior experience working in an ISO27001 certified (or similar global standards compliant) work environment
• ITIL Foundation certification