Senior Systems Analyst - Tier 3 support(SaaS Ops/Tech Ops)

<p style="font-family:Arial, Helvetica, sans-serif;font-size:14.0px"><strong>OPENTEXT - THE INFORMATION COMPANY</strong></p><p style="font-family:Arial, Helvetica, sans-serif;font-size:14.0px">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.</p><p> </p><p style="font-family:Arial, Helvetica, sans-serif;font-size:14.0px"><strong>AI-First. Future-Driven. Human-Centered.</strong></p><p style="font-family:Arial, Helvetica, sans-serif;font-size:14.0px">At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.</p><p> </p><br><p style="text-align: justify; margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong>YOUR IMPACT</strong>  </span></p><p style="text-align: justify; margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="font-size: 12.0pt; line-height: 115%; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">You already have a solid background in cloud infrastructure and administration, customer support and customer implementations and would now like to progress your skills in the areas of enterprise content management.</span></p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="font-size: 12.0pt; line-height: 115%; font-family: arial, helvetica, sans-serif; color: black;">The team is very collaborative.  <span style="background-color: white;">We are a fast-paced organization and there are numerous projects in progress at any one time.</span></span></p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong>WHAT THE ROLE OFFERS</strong> </span></p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><ul style="margin-top: 0.0cm; margin-bottom: 0.0cm;" type="disc"><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Providing Tier 3 support for customer requests and escalations.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Designing, implementation and managing of the OpenText SaaS Platform services operation in the cloud (AWS ECS, GCP) environments</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Ensuring cloud-based architectures meet availability and recoverability requirements.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Implements and maintains monitoring, auditing, and alerting capabilities to achieve full visibility on Lab and Production environments.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Improving architecture of maintained solution to optimize costs and make it more fault tolerant.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Performing regular maintenance activities, including security assessment and patching, system clean-up and support activities.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Respond to incidents. Handle outages, provide resolution and root cause analysis, including post-mortem description, protocol of the resolution and further mitigation/prevention actions.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Maintain assigned services to meet service KPIs</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Set a great example and encourage others to espouse the culture and values of the company to other internal teams and the general public.</span></li><li style="color: black; margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><span style="background-color: white;">Write technical docs or implementation proposals, mentor and improve the overall performance of the service</span><span style="border: 1.0pt none windowtext; padding: 0.0cm;">.</span></span></li><li style="color: black; margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black; background-color: white;">Develop and maintain an in-depth understanding of the applications, systems and databases architecture</span></li></ul><p style="color: #4a4a4a; margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="line-height: 15.0pt; margin: 0.0cm 0.0cm 10.0pt; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong><br>WHAT YOU NEED TO SUCCEED</strong> </span></p><p style="line-height: 15.0pt; margin: 0.0cm 0.0cm 10.0pt; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><ul style="margin-top: 0.0cm; margin-bottom: 0.0cm;" type="disc"><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Appropriate IT related degree or relevant experience</span></li></ul><ul style="margin-top: 0.0cm; margin-bottom: 0.0cm;" type="disc"><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">3+ years of experience as in SaaS Ops/Tech Ops/Infrastructure Ops/DevOps/SRE/System Administrator/Professional services in IT.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You are experienced with monitoring tools</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Linux troubleshooting skills</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Good knowledge in SQL queries</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Familiar with IT service management best practices</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience with support ticketing system.</span></li></ul><p style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="margin: 0.0cm; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong>What Catches Our Eye:</strong></span></p><p style="margin: 0.0cm; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><ul style="margin-top: 0.0cm; margin-bottom: 0.0cm;" type="disc"><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">AWS or GCP certification</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">ITIL certification</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience in administration: AWS Lambda, Fargate, Docker, Kubernetes </span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience with GitLab, Jenkins, CI/CD, infrastructure as code</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience with AWS or GCP and bare bone servers</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience with Jenkins</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Experience in automation development and configuration management</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">Knowledge about principles of CI/CD</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You have been working on projects with Python, Node.js, GoLang</span></li></ul><p style="margin: 0.0cm 0.0cm 0.0cm 36.0pt; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="margin: 0.0cm; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p style="margin: 0.0cm; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong>Personal skills and qualities:</strong></span></p><p style="margin: 0.0cm; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><ul style="margin-top: 0.0cm; margin-bottom: 0.0cm;" type="disc"><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You possess good communication skills and logical thinking.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You are able to work as a part of a global team.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You are motivating and guiding your colleagues towards success.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You are humble and proactive team player.</span></li><li style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; color: black; font-size: 12.0pt;">You are fluent in English</span></li></ul><p style="margin-bottom: 0.0cm; line-height: normal; background-color: white; margin-top: 0.0cm; margin-right: 0.0cm; font-size: 12.0pt; font-family: arial, helvetica, sans-serif; color: black;"> </p><p><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;"><strong>ONE LAST THING</strong></span></p><p> </p><p><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;">OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.  This role will allow you to make an impact by assisting in the evolution of the MDS offerings to address the changing needs of the company.</span></p><p><span style="color: black; font-family: arial, helvetica, sans-serif; font-size: 12.0pt;">OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides directions on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.</span></p><p> </p><p style="margin: 0.0cm 0.0cm 0.0cm 36.0pt; line-height: normal; background-color: white; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p><p> </p><p style="margin: 0.0cm 0.0cm 10.0pt; line-height: 115%; font-size: 11.0pt; font-family: Calibri, sans-serif;"> </p> <br><p> </p><p style="font-family: Arial, Helvetica, sans-serif; font-size: 14.0px;">OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our <a href="https://www.opentext.com/assets/documents/en-US/pdf/opentext-equal-employment-opportunity-statement-of-policy-us-en.pdf">Equal Employment Opportunity Statement of Policy</a> which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.</p><p> </p><p style="font-family: Arial, Helvetica, sans-serif; font-size: 14.0px;">If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at <a href="mailto:[email protected]">[email protected]</a>. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.</p><p> </p><p style="font-family: Arial, Helvetica, sans-serif; font-size: 14.0px;"><strong>Compensation:</strong> At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our <a href="https://careers.opentext.com/us/en/why-join-us">Why Join Us</a> page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.</p><p style="font-family: Arial, Helvetica, sans-serif; font-size: 14.0px;"><strong>Salary Range:</strong> $100,000 - $110,000; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.</p><p style="font-family: Arial, Helvetica, sans-serif; font-size: 14.0px;"><strong>AI Usage Disclosure:</strong> <em>As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.</em></p>