Application Support Specialist

We are seeking an experienced APPWORKS Support Specialist with up to 7 years of experience to join our dynamic team. The role involves providing technical support for OpenText AppWorks platform in a rotational shift environment, ensuring the smooth operation of enterprise content management and business process management systems. The ideal candidate will have hands-on experience in troubleshooting, monitoring, and maintaining AppWorks, and will be adept at working in a fast-paced environment that requires problem-solving and multitasking skills.

• Technical Support: Provide 2nd and 3rd level support for OpenText AppWorks issues, including troubleshooting, resolving technical problems, and escalating as necessary.
• Monitoring: Regularly monitor the performance and health of the AppWorks environment, ensuring uptime and availability of the platform.
• Incident Management: Respond to and resolve incidents in a timely manner, adhering to Service Level Agreements (SLAs).
• Maintenance: Perform regular maintenance activities such as patching, upgrades, and backups of the AppWorks platform.
• Root Cause Analysis: Conduct in-depth root cause analysis for recurring issues and provide long-term solutions to prevent reoccurrence.
• Documentation: Maintain accurate documentation for processes, incidents, configurations, and solutions.
• Collaboration: Work closely with cross-functional teams, including developers, database administrators, and infrastructure teams to resolve issues.
• Shift Work: Participate in a rotational shift schedule to provide 16x5 support coverage, including nights, weekends, and public holidays.
• Continuous Improvement: Proactively suggest improvements in system performance, processes, and overall support strategy.