Cloud Support Engineer

YOUR IMPACT

OpenText is more than just a place of employment. It's an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes
"People First"
and supports you to further develop and grow your career.

The Opportunity

The
Senior Cloud Support Specialist
represents the
Financial Services
organization in client-facing activities for OpenText's Financial Hub platform. This role is responsible for coordinating customer efforts, ensuring service excellence, supporting onboarding and certification, and engaging with clients to meet their evolving technology and service needs.

You Are Great At

• Serving as the single point of contact for all platform-related service requests.
• Delivering second-level technical support, handling issues across functionality, usage, and troubleshooting.
• Conducting preliminary analysis of reported issues, addressing concerns around support and operational commitments.
• Investigating and resolving problems ranging from simple to complex within established guidelines.
• Acting as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication.
• Driving root cause analysis and implementing preventative measures for recurring issues.
• Clearly communicating technical solutions and updates to users of the platform.
• Monitoring applications, alerts, and connections to ensure timely delivery of transactions.
• Overseeing client onboarding in collaboration with internal and external stakeholders.
• Performing functional testing before production release, ensuring alignment with statements of work and user expectations.
• Delivering enhancement training for both internal and external teams.
• Coordinating directly with clients and vendors for testing, onboarding, and support.
• Applying IT Service Management (ITSM) practices such as Incident, Problem, and Change Management to ensure consistent and reliable client support.
• Documenting solutions, maintaining knowledge base articles, and contributing to continuous service improvement initiatives.
• Ensuring compliance with service-level agreements (SLAs) and escalation procedures.

What It Takes

• Bachelor's degree in Computer Science or equivalent relevant experience.
• At least 5 years
  of experience in IT within a technology organization.
• Flexibility to work on a shifting schedule (predominantly midshift, 2 PM to 11 PM PH time)
• Amenable to work in Makati, following a hybrid setup (2 days WFH, 3 days onsite)
• Proven ability to evaluate complex issues and make commitments aligned with organizational capabilities.
• Strong interpersonal and analytical skills with experience handling complex client issues.
• Experience with trade and post-trade processes for equities, fixed income, ETFs, and fund orders (a plus).
• Knowledge of payments processing, asset financing, and treasury management
  (a plus).
• Working knowledge of
  FIX
  and
  SWIFT 15022/20022
  standards
  (a plus).
• Familiarity with ITIL frameworks or other IT Service Management methodologies.
• Experience using
  ITSM
  tools (e.g., ServiceNow, Jira Service Management, or equivalent).
• Excellent verbal and written communication skills.
• Ability to address conflicts directly and escalate appropriately.
• Strong sense of urgency, prioritization, and multitasking skills.
• Excellent problem-solving and time management skills.

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.