OpenText AppWorks AMS Lead

1. Key Responsibilities

• Lead and manage AMS support operations for OpenText AppWorks and related BPM solutions.
• Ensure timely resolution of incidents, service requests, and enhancements in line with SLAs and KPIs.
• Act as the primary escalation point for technical and functional issues within the OpenText BPM ecosystem.
• Collaborate with business users, development teams, and vendors to ensure consistent, high-quality support delivery.
• Drive root cause analysis, performance tuning, and long-term issue prevention strategies.
• Manage small enhancements, configuration changes, and minor projects.
• Maintain proper documentation of processes, configurations, and operational procedures.
• Provide leadership, mentoring, and coordination to onshore/offshore AMS teams.
• Track and report AMS metrics, analyze trends, and drive continuous improvement initiatives.
• Ensure compliance with security policies, audit requirements, and regulatory standards.
• Oversee OpenText solutions such as Content Server, Extended ECM, VIM, and Archive Center.
• Manage daily operations including incident management, service requests, and enhancements.
• Prioritize ticket queues based on impact and urgency, ensuring SLA adherence.
• Conduct root cause analysis for recurring or critical issues.
• Guide change management processes including impact analysis, testing, and deployment.
• Collaborate with internal IT teams and external vendors for issue resolution and upgrades.
• Identify process and system improvement opportunities and lead optimization initiatives.
• Report AMS performance and service delivery metrics to stakeholders.

2. Skills & Competencies

a. Essential Skills

• 15+ years of experience in OpenText AppWorks and BPM solutions (support or development).
• 5+ years in a leadership or senior role managing AMS/support operations.
• Hands-on experience with OpenText AppWorks (case management, process modeling, application development).
• Strong understanding of ITIL service management (incident, problem, and change management).
• Experience managing global/distributed teams.
• Excellent problem-solving, communication, and stakeholder management skills.

b. Additional Skills

• 5+ years of experience with OpenText products (configuration, administration, support).
• 3+ years in a leadership role within AMS/IT support.
• Experience with OpenText modules such as Content Server, Extended ECM, VIM, Archive Center, or OTDS.
• Strong grasp of ITIL processes and global delivery models.
• Ability to coordinate cross-functional teams effectively.
• Strong communication, conflict resolution, and stakeholder management skills.