OpenText Application Support Lead

Role Overview: As the OpenText Application Support Lead at ZettaMine, you will be responsible for the end-to-end support, stability, and optimization of the OpenText platform across all environments. You will act as the primary in-house Subject Matter Expert (SME) for OpenText, ensuring high availability, performance, compliance, and continuous improvement of OpenText applications supporting critical business processes. Key Responsibilities: - Act as the primary escalation point for all OpenText application incidents, diagnose and resolve complex issues, and ensure incidents are resolved within agreed SLAs. - Fulfil service requests and change requests, design, develop, test, and deploy minor changes, and identify changes that exceed the scope of support. - Proactively monitor OpenText applications, take corrective actions, define and enhance monitoring dashboards, and report system usage and growth. - Own application patch management, review patch notes, plan and execute patch deployments, and maintain an accurate patch inventory. - Track and monitor OpenText license usage, analyze trends, produce usage and forecast reports, and recommend optimization improvements. - Act as the primary technical interface for OpenText support, raise and manage vendor tickets, advise on best practices, and support continuous improvement initiatives. - Develop and maintain support documentation, known error databases, and drive service improvement initiatives. Qualifications Required: - Strong experience with OpenText Content Suite / Extended ECM - Hands-on support experience across DEV, TEST, UAT, PRD - Deep understanding of WebReports, widgets, workflows, metadata models, search, user, role, and permission models - Experience with xECM and integrations, log analysis, troubleshooting, and patching activities - Strong communication skills, understanding of ITIL processes, analytical and troubleshooting skills, documentation discipline, and governance mindset Note: The detailed JD includes information about the role, responsibilities, qualifications, and expectations for the OpenText Application Support Lead position at ZettaMine. Role Overview: As the OpenText Application Support Lead at ZettaMine, you will be responsible for the end-to-end support, stability, and optimization of the OpenText platform across all environments. You will act as the primary in-house Subject Matter Expert (SME) for OpenText, ensuring high availability, performance, compliance, and continuous improvement of OpenText applications supporting critical business processes. Key Responsibilities: - Act as the primary escalation point for all OpenText application incidents, diagnose and resolve complex issues, and ensure incidents are resolved within agreed SLAs. - Fulfil service requests and change requests, design, develop, test, and deploy minor changes, and identify changes that exceed the scope of support. - Proactively monitor OpenText applications, take corrective actions, define and enhance monitoring dashboards, and report system usage and growth. - Own application patch management, review patch notes, plan and execute patch deployments, and maintain an accurate patch inventory. - Track and monitor OpenText license usage, analyze trends, produce usage and forecast reports, and recommend optimization improvements. - Act as the primary technical interface for OpenText support, raise and manage vendor tickets, advise on best practices, and support continuous improvement initiatives. - Develop and maintain support documentation, known error databases, and drive service improvement initiatives. Qualifications Required: - Strong experience with OpenText Content Suite / Extended ECM - Hands-on support experience across DEV, TEST, UAT, PRD - Deep understanding of WebReports, widgets, workflows, metadata models, search, user, role, and permission models - Experience with xECM and integrations, log analysis, troubleshooting, and patching activities - Strong communication skills, understanding of ITIL processes, analytical and troubleshooting skills, documentation discipline, and governance mindset Note: The detailed JD includes information about the role, responsibilities, qualifications, and expectations for the OpenText Application Support Lead position at ZettaMine.