Cloud Service Manager

2 weeks ago

Hyderabad, Telangana, India opentext Full time

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The opportunity:

Service manager (Role) would the primary point of contact for the customer(s) for deals which are sold through reseller channel where SM should be able to help escalate internally with product support & engineering, drive the resolution of issues reported in timely and professionally manner by following mutually agreed process and should be able be answer customer questions related to product offering, feature and new release and seek opportunities for cross selling the product or services.

Also can ensure that Customer voice is heard and understood and help improve on customer satisfaction.

You are great at:

  • Should be able to define process diagrams, detailed procedures, other service offering related Artifacts and measurement matrices for analysis and should be able to plan a course correction.
  • Review Contract documents, build book and flag nonstandard items
  • Create & maintain a repository of customer specific KPI's , Requirements , Customer contacts, environment details etc.
  • Ensure Ticketing tool setup with correct details for each customer
  • Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates.
  • Discuss and Validate Post Go-Live Migration requirements and open issues with customer.
  • Prepare & present service engagement model to customer(s)
  • Collaborate on go-lives

What it takes:

  • Monitoring of Mailbox and responding to the customer as and when required.
  • Upgrade Activity, follow-up, and tracking
  • Manage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.
  • Should be able to provide status report to various customer on agreed frequency
  • Record and analyze deviation in availability report and provide justifications
  • Assessment, recording software configuration for each customer
  • Ensuring Overages are invoices
  • Willingness to work in shift (preferably NA shift hours)

OpenText's 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at

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