Production support specialistOpenText

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
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
OPENTEXT - THE INFORMATION COMPANY
Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.
From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.
It's our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.
Perks
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.
Benefits
Our employee programs prioritize employees' well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.
Social events
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.
Corporate Citizenship
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.
Join OpenText today.
OpenText

Makati City, Metro Manila
Permanent
Full-time