Production Support Specialist- with Unix exp
OpenText Corp
Makati City, PH
6d ago

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.

Production Support Specialist

Able to take 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.

Proactively identify possible problems and raise issues to appropriate teams

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

Manage work to meet milestones and keep management informed of issues and status

Employ proper troubleshooting steps to solve complex problems involving broad product knowledge

Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s 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

Document processes or errors to assist in team members everyday responsibilities

Maintain Documentation for accuracy and completeness in an ever-changing environment

What it takes

College / University graduate of a 4 year technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a 4 year degree and a strong technical aptitude is required

Minimum of 2 years related experience

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

Working knowledge of and experience with one or more of the following programming languages : SQL, JavaScript and C++, Perl and VB

Established technical problem solving and critical thinking skills, including the ability to think creatively to find solutions

Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be technical

EDI knowledge, Voice Messaging knowledge, SMS knowledge or Fax processing knowledge preferred

Must be able to work the night shift, shift rotation, on call and overtime (when necessary)

Good customer orientation and can work under pressure

Has moderately high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions

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