Operations Lead (OpenText)

Job description

Overview CVP is seeking an OpenText Operations Lead who will own Platform Administration and End-User Support for OpenText and adjacent platforms (Content Server, AppWorks, Drupal, Moodle) for a Federal Research Institute. The OpenText Operations Lead will direct change management, upgrades, performance monitoring, outage communications, RCA/trending, license/ODC tracking, Tier-1 help desk (ServiceNow), and security/ATO sustainment - meeting service expectations of the Federal Research Institute. Responsibilities: - Plan and execute deployments and upgrades; coordinate with IT/Ops to minimize disruption; monitor performance; notify outages to stakeholders; complete RCAs and trend analyses. - Manage change/configuration for consistency and reliability across supported applications; maintain SOPs for operations, maintenance, and repair. - Maintain licenses/ODCs and service agreements; ensure availability and performance requirements are met or exceeded. - Operate Tier-1 help desk workflows in ServiceNow; convert ticket analytics into backlog improvements and knowledge-base content. - Coordinate with security for continuous monitoring, vulnerability remediation, and ATO evidence as pa...