Technical Lead, Product Support
OpenText Corp
Makati City, PH
2d ago

The Opportunity

Serve as highest escalation escalation point (SME) within the team, point (SME) within the team, train and mentor new team train and mentor new team members, identify, develop, and promote new processand promote new process.

YOU ARE GREAT AT :

  • Serve as highest escalation point (SME) within the team, train and mentor new team members, identify, develop, and promote new process
  • The Technical Support Lead will provide first and second level support for Opentext applications, including day to day incident management, problem management and request management as applicable
  • Responsible for providing technical support to OpenText customers via phone and / or electronic format for various OpenText products, including but not limited to, EDI, HTML
  • Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
  • Be the point of contact of the Manila team in the absence of the team’s supervisor and / or manager
  • WHAT IT TAKES :

  • At least 7 years of related experience
  • Unix and SQL skills Knowledge Required, candidates with no UNIX and SQL need not apply.
  • Experience in supporting technical products or services, network application, different protocols or software required
  • Experience working with at least two Data Formats : (EDI, XML, X12, EDIFACT, Flat File) ; experience with Communication Protocol : (Http (AS2), FTPS, SSL, SSH.
  • Must be able to work the night shift, shift rotation, Philippine holidays and on call (when necessary)
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