Job Description & How to Apply Below
Greeting's from Zetta Mine!!!
Job Title:
Open Text Application Support Lead
Experience:
8+ years
Location:
Mumbai
Notice Period: Immediate Joiners
Role Summary
Detailed JD
Job Description
Role
Title:
Open Text Application Support Lead / Specialist
Reports To:
Head of IT
Location : EET Fuels GCC, Airoli, Navi Mumbai
Role Purpose
The Open Text Application Support Lead is responsible for end-to-end support, stability, and optimization of the Open Text platform across all environments (DEV, TEST, UAT, PRD). This role combines Level 2 operational responsibility with Level 3 technical expertise , acting as the primary in-house Subject Matter Expert (SME) for Open Text.
The role ensures high availability, performance, compliance, and continuous improvement of Open Text applications supporting business-critical document and information management processes.
The role is expected to understand the current state from existing vendor and build knowledge and resources in GCC.
Key Responsibilities
1. Application Support & Incident Management
Act as the primary escalation point for all Open Text application incidents.
Diagnose and resolve complex functional and technical issues , including Sev-1 / system-down incidents.
Perform root cause analysis (RCA) and drive permanent fixes.
Ensure incidents are resolved within agreed SLAs and documented appropriately.
Coordinate with users, infrastructure teams, database teams, SAP teams, and Open Text vendor support as required.
2. Service Request & Change Fulfilment
Fulfil standard and non-standard service requests , including:
User and role management
Web Reports and widgets
Search forms and metadata updates
Enable users to perform bulk uploads and document management tasks
Design, develop, test, and deploy minor changes (typical effort Follow structured transport paths (DEV → TEST → UAT → PRD) with proper approvals and documentation.
Identify changes that exceed L2/L3 scope and advise transition into project delivery. Project delivery to be managed by others, this role is expected to provide technical support for project scouting, development, assurance and execution, ensuring a seamless transition of modifications back to site support.
3. Application Monitoring & Operational Stability
Proactively monitor Open Text applications using monitoring tools. If needed develop one using Kibana, Grafana or equivalent.
Monitor:
Application health
Batch jobs
Interfaces (including SAP integrations)
Queues, logs, and error trends
Take corrective action to prevent incidents and performance degradation.
Define and enhance monitoring dashboards and alerts.
Reporting of system usage and growth, including forecasting on platform growth and system usage.
Measurement of overall system performance based on function execution times compared to baseline and previous periods.
4. Patching, Maintenance & Release Support
Own application patch management for Open Text releases.
Review Open Text patch notes and assess impact.
Plan and execute:
Patch testing in DEV
Regression testing
Patch deployment across environments
Coordinate patch releases with business stakeholders and infrastructure teams.
Maintain an accurate patch inventory and configuration documentation.
5. License & Capacity Management
Track and monitor Open Text license usage , including xECM and xECM for Engineering.
Analyze user groups, roles, and system consumption trends.
Produce quarterly usage and forecast reports for business stakeholders.
Recommend license optimization and capacity improvements.
Review:
Disk space usage
System growth trends
Resource consumption (CPU, memory, storage)
6. Vendor & Stakeholder Management
Act as the primary technical interface for support of the Open Text application (Hive)
Raise, manage, and follow up vendor tickets.
Participate in service reviews and technical discussions.
Advise business users on best practices and solution optimization.
Support Service Delivery Manager with technical input for SLA reporting and governance.
7. Documentation & Continuous Improvement
Develop and maintain:
Support runbooks
Configuration documentation
Known error databases
Identify recurring issues and automation opportunities.
Drive…
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