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Job Summary

OpenText Corporation
Gaithersburg, MD
Computer Software
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Managed Services Support Specialist

About the Job

OpenText, a global leader in Enterprise Information Management (EIM) has completed its previously announced acquisition of GXS Group, Inc., expanding OpenText's leadership in EIM by combining OpenText's Information Exchange portfolio with GXS's cloud-based business-to-business integration services and managed services.

GXS is the world’s largest integration services provider, connecting more than 550,000 companies, including 22 of the top 25 supply chains, exchange electronic transactions with their partners. Each year, we manage more than 12 billion transactions for retailers, manufacturers and banks.

The primary objective of the Managed Hosting Services department is to provide value-added alternative software delivery options to OpenText customers. By offering cloud-based delivery services, the MHS department enables OpenText to deepen the business relationship with customers while capturing a larger share of their overall EIM spend.

The purpose of the MHS Support Specialist position is to provide consistently outstanding support in accordance with contracted Service Level Agreements to those OpenText Media Management product customers who have chosen to deploy their solution in the OpenText Cloud. The Support Specialist works with the MHS team lead, OpenText IT, product experts, and others to ensure that the customer’s access to their OTMM system is reliable, secure, and high performance. The OTMM MHS Support Specialist is responsible for the support, maintenance, security and monitoring of hosted OTMM customer implementation and coordination of system changes to include patching, bug fixes and changes to address production support issues.


The outcome of successful performance of this role is a consistently satisfied customer that renews and expands their Managed Hosting Service relationship with OpenText. Daily tasks to include:

• Provide OpenText application support to our Cloud Services customers

• Monitoring customers’ production support issues and coordinate resolution with OT and customer stakeholders

• Serve as a Subject Matter Expert (SME) in the OpenText Media Management product and related modules

• Troubleshoot and develop resolutions to technical problems reported by customers by providing best practices expertise and recommend or implement solution alternatives

• Perform application deployments and apply product cumulative patches/e-fix

• Understand infrastructure and application architecture topologies and install and configure the products according to specifications

• Document problem solutions and contribute to the Cloud Services and company knowledge base

• Work with OT Customer Support and supply information on issues as needed

• Provided as needed reports to management on customer issues

• Schedule and assist with changes and maintenance activities (enhancements, bug fixes, etc)

• Work on performance tuning of OpenText and web application server configurations

• Advise and assist customer in obtaining the optimal performance of their system in the OT Cloud

Position Requirements:

• Experience in configuring and administering content-enabled enterprise applications

• Experience with the following technologies: JSPs, Servlets, Web Services, Web/Application Server

• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, etc.)

• Experience with relational database concepts and design

• Experience with Oracle and/or MS SQL Server DBA skills

• Experience writing SQL queries, stored procedures, and triggers in MS SQL Server and/or Oracle

• Experience with XML and XML schemas

• Hands on Unix/Linux skills

• Experience in configuring and tuning JBoss

• Experience with Video Production workflow, Video encoders/codecs, and experience with multiple video formats

• Experience using Performance Engineering and Tuning tools

• Experience working in a customer support environment and engaging with clients

• Experience with OpenText Media Management (formerly Artesia) a plus

• Experience in working with trouble ticket management systems such as ITSM

• Excellent analytical, written and verbal communication skills

• Experience interacting with customers

• Self motivated and driven

• Ability to develop /train/ grow skills of new or junior team members that join the Cloud Services technical team

• Ability to coordinate activities, share ideas, collaborate, and communicate with team members located at locations around the world and working on different time zones and work schedules


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