Sr. Cloud Support Specialist

Senior Cloud Support Specialist

Department: Digital Solutions

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.
- Independently 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 experience.
- 5+ years of experience in IT within a technology organization.
- 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.
- Flexibility to work on a shifting schedule.