Technology Lead

Key Responsibilities:
Lead and manage AMS support operations for OpenText AppWorks and related BPM solutions.
Ensure the timely resolution of incidents, service requests, and enhancement requests while meeting agreed service level agreements (SLAs) and key performance indicators (KPIs).
Act as the primary escalation point for technical and functional issues related to the OpenText BPM ecosystem.
Coordinate with business users, development teams, and vendors to ensure consistent and high-quality support delivery.
Oversee root cause analysis, performance tuning, and long-term issue prevention strategies.
Drive small enhancements, configuration changes, and minor projects in coordination with business and development teams.
Ensure proper documentation of processes, configurations, changes, and operational procedures.
Provide leadership, mentoring, and coordination of onshore/offshore AMS support team members.
Track and report AMS metrics, analyze trends, and drive continuous improvement initiatives.
Maintain compliance with security policies, audit requirements, and regulatory standards.
Lead the AMS support function for OpenText solutions (e.g., Content Server, Extended ECM, Vendor Invoice Management [VIM], Archive Center).
Manage day-to-day operations including incident management, service requests, enhancements, and minor project work.
Serve as the primary point of contact for escalations and coordination between users, functional teams, and technical experts.
Oversee ticket queues, prioritize issues based on impact and urgency, and ensure adherence to SLAs and KPIs.
Conduct root cause analysis and problem resolution for recurring or critical issues.
Guide to change management processes including impact analysis, testing, and deployment.
Collaborate with internal IT teams and external vendors (including OpenText support) for issue resolution and upgrades.
Ensure documentation is maintained for all support activities, configurations, and customizations.
Proactively identify areas for process and system improvement and lead optimization initiatives.
Report regularly on AMS performance metrics and service delivery to stakeholders.
Provide leadership and mentoring to the OpenText AMS support team (onshore/offshore).
Skills /Competencies:
Essential Skills:

More than 15 years of experience with OpenText AppWorks and BPM solutions in a support or development role.
5+ years of experience in lead or senior role managing AMS or support operations.
Hands-on experience with OpenText AppWorks Platform, including case management, process modeling, and application development.
Strong understanding of ITIL service management practices (incident, change, problem management).
Proven ability to manage distributed/global teams and coordinate across time zones.
Excellent problem-solving skills, attention to detail, and communication abilities.
Additional Skills:
5+ years of experience with OpenText products, including system configuration, administration, and support.
3+ years of experience in a leadership role within an AMS or IT support environment.
Hands-on experience with at least one or more OpenText modules: Content Server, Extended ECM, VIM, Archive Center, or OTDS.
Strong understanding of ITIL processes, especially incident, problems, and change management.
Proven ability to coordinate cross-functional teams in a global delivery model.
Excellent communication, stakeholder management, and conflict resolution skills.