Director, Cloud Support
Micro Focus
- Cork
- Permanent
- Full-time
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.OpenText™ Customer Success Services are designed to drive deeper product adoption, onboard users faster and accelerate time to value. These services leverage our L.O.V.E.TM by OpenText model, an outcome-driven customer engagement framework and are led by an experienced OpenText Customer Success Manager who develops a custom success plan beyond purely technical factors. Customer Success Services also include a portfolio of differentiated Technical Success services delivered by experts with deep knowledge of OpenText product deployments on a variety of Cloud platforms - OpenText Cloud, Google Cloud, Microsoft Azure or Amazon Web Services.Reporting to the Vice President Cloud Services, you will also serve as a key member of the leadership team providing thought leadership in continuously evolving the portfolio of Technical success services to provide value-driven, differentiated outcomes for our EMEA Cloud customers as well as retaining a key focus on optimizing service delivery by a relentless focus by implementing AIOps for all applicable delivery areas.You are great at:
- Strong background and pedigree in delivering Managed Services (preferably on the Cloud)
- Customer-first & Services mindset & experience
- Good grasp on Technology Operations and to manage key stakeholder relationships
- Can independently create and present a vision and roadmap for their org, push the team to achieve more and also represent challenges (with solutions) effectively
- Change Management - Test, Deploy all types of changes, customizations, hotfixes etc
- Incident Management - resolution of P1-P4 cases/alerts
- L1 Business Administration and Service Requests
- Production Readiness activities
- 15+ years of IT experience, with 8-12 years' relevant experience in managing enterprise application deployments for private cloud customers. This background could be either in managing enterprise application footprint as part of an IT team OR with a Managed services provider OR with a Product company that provides Application Managed services for their enterprise applications in private on-prem deployments or on any hyperscalers (preferred)
- Adept in working with diverse global teams supporting global customers
- Proven track record of successfully leading a Managed /Application Managed Services practice delivering services for private cloud customers, with superior customer relationship and delivery management skills is a huge plus.
- Deeply passionate about technology, he/she must have a strong understanding of managing application deployments on cloud platforms /hyper-scalers
- Passionate, hands-on problem-solver who can really drive cultural transformations to create & nurture strong metrics-driven, high-performance teams that excel in providing a high level of customer experience driven by improvements in key KPIs and metrics such as Availability, First-time-to-response, resolution time, productivity improvements etc.
- Establish a cadence of outcome-focused delivery via Monthly Operations reviews that highlight key measures that focus on workloads, KPIs, capacity utilization and productivity.
- Must have the ability to show-case teams' successes and accomplishments and equally discern areas for improvement.
- Ability to define and run programs to address gaps and areas for improvement that help drive efficiencies and quality is critical.
- Strong peoplpeople leader can connect with people, drive a high-performance culture and is passionate about grooming and nurturing talent
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.CREATE THE FUTURE
We create economic growth that is inclusive and sustainable.BE DESERVING OF TRUST
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.WE, NOT I
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.RAISE THE BAR
We set high standards and exceptions, to learn, to be better.OWN THE OUTCOME
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.“We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO