Service Manager

Opentext - The Information Company
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.

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Location: Bengaluru or Hyderabad, India

Work Hours: Flexible to support North American and European customers:

Your Impact
We are seeking a highly motivated and technically skilled Lead Service Engineer to join our Engineering team. This role is critical in supporting customer onboarding/offboarding, deploying and configuring security infrastructure, and integrating new data sources into our threat detection platform. The ideal candidate will be a self-starter with strong communication skills and a passion for helping customers succeed.

What The Role Offers

• Support customer onboarding and offboarding processes.
• Install and configure agents on Linux and Windows systems.
• Deploy and manage cloud collectors and relays.
• Provide L2 Engineering support for endpoint protection.
• Troubleshoot complex issues related to agent deployment, upgrade failures, and console-agent communications.
• Perform root cause analysis (RCA) for recurrent agent or console errors and provide engineering fixes.
• Analyze endpoint logs, JSON telemetry, and policy conflicts to resolve endpoint issues.
• Onboard new data sources into the threat detection product.
• Work closely with North American and European customers to ensure timely and effective support.
• Create and maintain high-quality documentation for internal and customer use.
• Demonstrate initiative in identifying and resolving customer issues.
• Provide technical guidance and mentorship to junior engineers as needed.

What you need to succeed:

• Strong understanding of Linux and Windows operating systems.
• Solid grasp of cybersecurity concepts and security operations.
• Experience with SIEM platforms such as ArcSight, Splunk, or similar.
• Proficiency in Python programming.
• Hands-on experience with SOAR platforms and playbook customizations.
• Expertise in writing and optimizing SQL queries.
• Experience with ArcSight administration, including SmartConnector management, parser(regex) customization, and data source onboarding.
• Strong grasp of TCP/IP, DNS, VPN, firewall, and load balancing concepts
• Familiarity with Prometheus, Grafana, or equivalent monitoring stacks.
• Ability to define, collect, and visualize operational metrics to ensure system reliability
• Excellent verbal and written communication skills.
• Ability to write clear, concise, and user-friendly documentation.
• Self-motivated and customer-focused with a proactive approach to problem-solving.
• Certifications in cybersecurity (e.g., CISSP, CEH, Security+).
• Certifications in Kubernetes or hands-on experience managing containerized environments.
• Experience with Kafka, Kubernetes & containerized applications
• Experience working on Global Enterprise Support or Managed Services teams.
• Familiarity with cloud platforms (AWS, Azure, GCP).
• Knowledge of scripting languages beyond Python (e.g., Bash, PowerShell).

What We Offer

• Opportunity to work with cutting-edge cybersecurity technologies.
• Collaborative and inclusive work environment.
• Flexible work hours to support global customers.
• Career growth and learning opportunities.

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 Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.