OPENTEXT
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.
YOUR IMPACT:
Acts as a Technical Lead for multiple Documentum customers under the TechConnect program. The Technical Lead is the primary support contact for assigned Documentum customers and must have very strong technical, and analytical skills along with a deep knowledge of Documentum products and a solid background in interfacing directly with enterprise customers.
WHAT THE ROLE OFFERS :
Working closely with the customer’s IT staff for any issues on the prescribed product line(s) that require troubleshooting or problem isolation/resolution.
Directly accessing other senior technical resources at OpenText’s support facilities for assistance with problem management.
Conducting regular conference calls (or other regular communications mutually agreed to) to lead, discuss, and review open issues or other activities related to supporting for assigned customers
Conducting business reviews with customers at agreed-upon intervals (monthly, quarterly, etc.) to discuss upcoming product releases, review support activity, and tools, and other matters related to support
Collaborating with account executives, support renewal representatives for assigned customers
Participating in Quarterly Business Reviews (QBRs) as requested.
Troubleshoot complex customer issues involving multiple layers of technology and recommend and implement multiple layers of tracing (Documentum, application server, database, network, etc.) to isolate issues.
Installing VMware images of Documentum solutions that resemble customer deployments to aid in issue replication and resolution.
Collecting and analyzing heap dumps to troubleshoot memory and heap-related issues and thread dumps to troubleshoot slow and hanging application server issues.
Working directly with OpenText engineering and product management to report product defects and assist with highly escalated customer issues.
WHAT YOU NEED TO SUCCEED :
Extensive experience in Documentum or related EIM technologies
Deep understanding of the Documentum product suite, particularly with regards to administration and troubleshooting, and ideally experience with products such as D2, xPlore, CTS, etc
Solid understanding of OS System Administration (Windows Server and Unix.)
Experience with database administration and performance tuning (SQL Server, Oracle, etc.)
Working knowledge of J2EE technologies. This includes an understanding of web application servers (Tomcat, JBoss, Websphere, etc.), Web services frameworks, and Java programming.
The ability to understand and use various programming languages and technologies is a plus (C++, VB script, VB etc.).
Ability to work independently and be the primary OpenText technical representative for the customer.
Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
Networking protocols, architecture, and devices such as load balancers
Enterprise software solution architectures
Enterprise software deployment in the cloud is a plus
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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.