Virtusa

Open Text Support

Posted On

Sept. 2, 2024

Location

Hyderabad, Telangana

Experience Level

Full Time

Job Type

Experienced

Apply By

July 31, 2025

Job Description

Key Responsibilities * Provide L3 support for .Net, OpenText and Adobe platform applications, resolving complex technical issues and managing escalations from L2 support teams. * Monitor application performance and stability, proactively identifying and addressing potential issues. * Perform root cause analysis for recurring problems and implement long-term solutions. * Collaborate with development, infrastructure, and business teams to ensure seamless application integration and performance. * Manage incident and problem tickets, ensuring timely resolution and thorough documentation of the troubleshooting process. * Develop and maintain support documentation, including knowledge base articles, runbooks, and technical guides. * Implement and maintain application configurations, patches, and upgrades. * Participate in on-call rotation to provide 24-7 support for critical applications. * Conduct training and mentoring sessions for L1 and L2 support teams. * Ensure compliance with ITIL standards and company policies, including change management and incident management processes. * Extensive experience with OpenText and Adobe platforms, including configuration, administration, and support. * Strong understanding of enterprise content management (ECM) and digital asset management (DAM) systems. * Proficiency in scripting and automation to enhance support processes and workflows. * Proven experience in managing escalations and providing L3 support. * Ability to work independently and as part of a team in a fast-paced environment. * Willingness to participate in on-call support rotation. Preferred Skills: * Knowledge of ITIL framework and best practices for IT service management. * Experience with other enterprise platforms and tools. * Familiarity with cloud-based solutions and integrations. * Previous experience in a similar role within a large enterprise environment.

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