Manager, Cloud Support Operations at OpenText (Atlanta, GA)

| Atlanta, GA
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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.

You will manage a team of globally located Site Reliability Engineers to design, automate, build, operate, and continuously improve some of the services that back our customer facing SaaS products.The role leads a team of Site Reliability Engineer who build solutions to enhance availability, performance, and stability of OpenText services as well as automating away repetitive work as part of a cloud dev ops organization.

This role would be a great fit for someone with creative and innovative problem-solving skills. You will develop and implement solutions that operate at scale. Our teams are empowered and expected to improve our products to truly deliver a reliable experience to customers.

What it takes:

Collaborates with Agile squads/developers, sustain and business partners and provides significant contributions to develop specifications to resolve problems, and to address enhancement needs focusing in areas of logging, monitoring and metrics for operational readiness
  • Uses technical knowledge, creativity, and company practices to drive down occurrences of incidents through development of proactive monitoring and alerting.
  • Provide attention to incidents according to Service Level Agreements.
  • Provide continuous feedback to development teams on system stability, defect analysis and system enhancements
  • Develop runbooks and patterns to sustain applications in a production environment
  • Participate in technical discussions and drive transition to sustain activities with the development teams
  • Work with IT business and development partners to gather input to develop new capabilities in displaying/monitoring/alerting on key performance indicators (KPIs) by tracking business transactions (BT) in real-time
  • Partner with application owners to develop creative and effective solutions to mitigate risk and successfully remediate any audit issues, providing quality and timely responses
  • Take ownership and accountability for the incident resolution process, participating in RCA and SWAT investigations.
  • Plan for validation and verification of changes deployed by infrastructure teams, development teams.
  • Participate in day-to-day real time advanced level technical support and troubleshooting on issues reported from user/customer base.
  • Provides guidance in resolving performance related issues and designing solutions for any technical issues faced by the application
  • Establish and maintain a good relationship with team members, Product Development, Product management, Customer Service, Client management and other cross functional teams.
  • Participate in training and information sharing activities.
  • Act as backup for other team members when necessary.
  • Requires rotating shift work as needed.
  • On-call rotation is required, as 7x24x365 support is required.
You are great at:
  • The ability to understand and maintain Scripting software
  • Deep understanding of Linux systems
  • 5+ years of people manager experience
  • Experience designing, building, operating, and driving ongoing improvement of service infrastructure and systems
  • Experience in integrating with the underlying IaaS (VMware, AWS, GCP, Azure)
  • Hands on experience with cloud infrastructure; Google, AWS or Azure a plus
  • Experience with PaaS technologies such as Cloud Foundry, Kubernetes, Bosh.
  • Good understanding and operational experience with container technologies like Docker, rkt, mesos.
  • Good understanding and working experience with micro services and RESTful architecture.
  • Experience with Continuous delivery tools like Ansible, Rundeck or Argo CD to setup automated pipelines as needed.
  • Strong working knowledge of aPaaS or Application operations best practices.
  • Operational understanding or experience with message brokers such as Apache Kafka or RabittMQ.
  • Operational understanding or experience with search technologies such as Solr search or Elasticsearch.
  • Experience in supporting middle-ware technologies such as Apache, Tomcat, Spring.
  • Experience with at least one scripting languages such shell, perl, python, javascripts, etc
  • Experience with installing and configuring Apache and Tomcat.
  • Experience in supporting Java applications built using frameworks such as spring, struts, spark, etc.
  • Experience and knowledge in RDBMS and No-Sql databases such as Oracle, Postgres, MariaDB and Cassandra.
  • Deep expertise in Monitoring distributed systems application architectures and the ability to correlate environment conditions and metrics to application events.
  • Experience with APM tools such as Newrelic, Dynatrace or AppDyanmics.
  • Experience with monitoring tools such as Zabbix or check_mk.
  • Knowledge and familiarity of centralized logging systems such as graylog or Kibana.
  • Strong understanding of ITIL principles, certification is a plus.
  • Is passionate about "getting under the hood" of systems and technologies to understand their inner workings, and fix what needs fixing. This requires diagnosing & troubleshooting user facing service incidents & outages
  • Knowledge and familiarity of API gateway such as APIGEE and Oauth 2.0 standard.
  • Diagnosing, resolving problems in high-throughput web applications & network services
  • Proven problem solving and analytical ability.
  • Excellent organizational/time management skills.
  • Ability to handle multiple tasks concurrently.
  • Ability to lead, drive and implement highly scalable and complex solutions
  • A strong understanding of Security best practices.
  • A proven record of being able to work independently and collaboratively.

More about our team

OpenText Site Cloud Application Engineering is a rapidly growing group within the organization. We are in the process of building our teams, tools and systems as part of OpenText's mission to build the best Cloud services in the world.

We enable OpenText to go fast by providing real time feedback on production systems. We work side by side with the product family and platform developers to maintain and improve services and performance. We live the company values with a strong customer focus and possess a healthy sense of urgency. We are a heavily data driven team, utilizing a variety of data collection, enrichment, analytics and visualizations to learn about our complex systems. We also live the 'Play, as a team' value by having a strong focus on sharing learning experiences from the front line with the development teams.

While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact [email protected]

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 to maintain a safe workplace for our employees.
More Information on OpenText
OpenText operates in the Software industry. The company is located in Trinton Falls, NJ, Gaithersburg, MD, Lexington, KY, Alpharetta, GA, Broomfield, CO and San Francisco, CA. OpenText was founded in 1991. It has 14088 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 66 open jobs at OpenText, click here.
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