Manager, Technical Support

**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.

**The Opportunity**:
Reporting to the Sr. Manager, APAC Customer Support, the primary responsibility of this position is to oversee the operations within the Customer Support Team. This includes managing the team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

Technical Support Manager is a critical role, enabling the business unit to work most effectively with internal and external stakeholders in a hyper-growth environment. This is a facilitative role that requires a combination of focus and flexibility, as well as a willingness to play an active, behind-the-scenes role. The role requires a highly resourceful individual with strong emotional intelligence, self-motivation, integrity, and a willingness to put the company’s interest above all else.

**You Are Great At**:

- Responsible for day-to-day Support Operations of assigned OpenText Enterprise Products in APAC. Lead a team of product support team members, consisting of your direct reports and matrixed reports who are spread across APAC. This encompasses time management, issue prioritisation and, and policy compliance
- Oversee the career development of Technical Support Specialists, ensuring that they are able to fully realise their potential, both as individuals and as members of the team
- Work with regional management teams to forecast, hire, retain and support a distributed team that loves coming to work every single day
- Be responsible for and drive key metrics that ensure the quality of our service. Provide operational excellence via data-driven planning and continuous improvement
- Implement change to modernize and optimize our business with a customer centred philosophy
- Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers, and/or OpenText Senior Management, appraised of the progress
- Co-ordinate and engage with leadership in other teams such as Sales, Professional Services, Renewals and Engineering to advocate the best total customer experience

**What It Takes**:

- Bachelor’s degree in an IT or Engineering discipline - or equivalent experience
- Three of more years of demonstrated management and leadership experience
- One or more years working in a matrixed organization with a demonstrated ability to work with globally distributed teams
- Demonstrated experience creating or consuming reports via tools such as such as Excel, PowerBI, Tableau, PowerPoint etc
- At least a conceptual understanding of Application Server, Networking, Active Directory/LDAP, Database, Windows/Linux, VMware, Hyperscalars
- Experience in working with systems such as Enterprise Information Management systems such as SAP, Documentum, OT Content Server, SharePoint, Filenet, or Alfresco will be an advantage
- Professional working proficiency in another Asian language will be an added advantage

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.