Information Reimagined
Lead Premium Support Developer
Location
Malaysia
Posted
7 days ago
Salary
0
Seniority
Senior
Job Description
Lead Premium Support Developer
OpenText
• Be the clients’ single point of contact for support incidents opened for a specific product centre. • Develop an in-depth understanding of your client’s environment and implementation. • Develop a strong working relationship with clients. • Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently. • Provide timely updates on open incidents. • Coordinate with other Micro Focus experts as needed to expedite timely resolution. • Apply best practices to help our clients minimize operational risks and avoid common pitfalls. • Provide periodic supportability assessments. • Offer technical support mentoring to increase the clients’ knowledge. • Understand the operational profile of your clients’ environment to improve the support that Micro Focus delivers. • Share prescriptive product roadmaps to assist your clients in upgrade and migration planning. • Provide guidance on leveraging the full features and functionality of the clients’ Micro Focus solution. • Act as a strategic partner in developing plans to proactively improve and maintain the clients’ software investment.
Job Requirements
- Bachelor’s degree preferred or associate degree holder (technical field) with 5+ years working experience in a client support environment
- A proven track record in the understanding of in-depth technical troubleshooting
- Be a permanent resident of Malaysia
- Fluent speaking/reading/writing Malay
- Be eligible to obtain a Malaysian security clearance
- In-depth knowledge and 5+ years’ experience in one or more of the following products: OpenText Service Manager, OpenText Service Management (SMAX), Windows Server, Red Hat (or other Linux system), At least one RDBMS system
- Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
- Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations.
Benefits
- Flexible work arrangements
- Professional development
- Willingness and ability to travel if required (<10%)
- Willingness and ability to work occasionally outside of business hours, including weekends
- Willingness to participate in a 24x7 on-call roster
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