OpenText AppWorks and BPM solutions

OpenText AppWorks and BPM solutions

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.

Key Responsibilities

• Lead and manage AMS support operations for OpenText BPM AppWorks
• Ensure the timely resolution of incidents, service requests, and enhancement requests meeting SLA and (KPIs)
• Coordinate with business users, development teams, and vendors to ensure consistent and high-quality support delivery
• Drive small enhancements, configuration changes, and minor projects in coordination with business and development teams
• Ensure proper documentation of processes, configurations, changes, and operational procedures
• Track and report AMS metrics, analyze trends, and drive continuous improvement initiatives
• Maintain compliance with security policies, audit requirement
• Support day-to-day operations including incident management, service requests, enhancements, and minor project work
• Oversee ticket queues, prioritize issues based on impact and urgency, and ensure adherence to SLAs and KPIs
• Conduct root cause analysis and problem resolution for recurring or critical issues
• Ensure documentation is maintained for all support activities, configurations, and customizations
• Provide mentoring support to other Jr. OpenText AMS support team (onshore/offshore)

Requirements

• 5+ years of experience with OpenText BPM AppWorks & solutions in support or development role
• 3+ years of experience working on AMS or support projects
• Hands-on experience with OpenText AppWorks Platform, including case management, process modeling, and application development
• Strong understanding and working experience of ITIL service management practices (incident, change, problem management)
• Proven ability to manage distributed/global teams and coordinate across time zones
• Excellent problem-solving skills, attention to detail, and communication abilities

Additional Skills

• Strong understanding of ITIL processes, especially incident, problems, and change management
• Proven ability to coordinate cross-functional teams in a global delivery model
• Excellent communication, stakeholder management, problem-solving and conflict resolution skills
• Positive mind-set, flexible and supportive and work as good team player
• Extended hours/weekend support, if project demand and required occasionally

Work Arrangements

• Location: Hyderabad, Telangana, India | Bengaluru, Karnataka, India
• Type: Contract
• Remote: undefined