Senior Operations Bridge Support (Tier 3)

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.

The OpenText Corporate Digital Applications department is seeking a highly motivated individual with excellent analytical, problem and customer service skills to operationally support, build, and implement OT-on-OT Digital Products within OpenText global infrastructure and application monitoring.

As an OBM and OO system analyst and administrator, your primary role will be to support and configure within the OpenText ITOM environment.

In addition, you be looking to expand your skills and help support and integrate other monitoring and event management applications. In addition to the operational role, you will be required to support future configurations and project related activities for new tenants, or continued DevOp development.

The role requires comprehensive systems administration, operational support, and configuration skills. Primary responsibilities include, but are not limited to:

Operational Support

• Provide Level 3 support to ITOM tenant incident alerts received from monitoring systems, tickets, and end-users.
• Data quality, dashboard, and report configuration in OBM and SMAX
• Support change activities by executing documented procedures.
• Document and improve procedures for use by other IT Operational Teams.
• Driving governance, standardisation and scalability across the ITOM environment.
• Perform diagnostics to remediate detected/reported incidents.
• Support the response to Major Incidents to ensure a timely restoration of service.

System Configuration, Setup, And Project Delivery

• Event dashboards
• Reporting
• Supporting all requests either via projects of BAU SMAX requests for all activities that cover:
• Configuration
• Runbook automation updates
• Reporting:
• Measurement threshold scripting
• Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products.
• SMAX
• Manage, support all future releases covering:
• Known issues
• Integration:
• Bug fixes
• UCMDB
• ASCII Log File / SNMP traps
• Administrator:
• On / Off-Cloud installation and configuration of all Sitescope requirements:
• XML / REST Event, topology, and metrics
• Policy Creation:
• Knowledge
• Release Management:
• Performance dashboards
• NNMi and NOM
• Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
• Enhancements

Desired Qualifications

• ITIL v4 accredited.
• Ability to comprehend and follow documented guidelines & procedures.
• Configuration Management
• Good understanding of both on-Cloud and off-Cloud environments.
• 4+ years of previous IT experience in IT Operating applications specifically around ITOM products.
• Excellent verbal and written communication skills are required.
• Excellent verbal and written communication skills are required.
• Testing and Transition
• Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
• Application Production Support, or similar environment.
• Proven analytical and problem-solving skills & the ability to organise and prioritise several tasks at one time.
• Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
• Service Management Design
• Working knowledge of IT4IT framework.
• Working knowledge in one or more of the following areas:
• Ability to comprehend and follow documented guidelines & procedures.
• Monitoring and Event Management tooling environment

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 1-800-499-6544.