Job Summary
The OpenText BizManager Platform Senior Support Engineer is responsible for providing advanced L2/L3 production support, platform administration, operational governance, and service reliability for enterprise B2B and EDI integration environments. The role focuses on ensuring secure, scalable, and highly available OpenText BizManager platforms that facilitate critical business transactions and partner communications.
The Senior Support Engineer serves as the primary technical escalation point for complex platform issues, integration failures, and critical production incidents. The position requires strong expertise in OpenText BizManager, EDI processes, B2B connectivity, operational excellence, and enterprise support best practices. The individual will also drive continuous improvement, automation, and platform optimization initiatives across the support landscape.
DETAILED RESPONSIBILITIES
-Provide L2/L3 support, administration, and operational management for OpenText BizManager platform environments.
-Act as the primary technical escalation point for critical incidents, service disruptions, and platform-related issues.
-Perform root cause analysis (RCA), problem management, and implementation of permanent corrective actions.
-Monitor platform health, transaction processing, partner connectivity, and system performance to ensure SLA adherence.
-Manage trading partner onboarding, communication protocols, certificates, and security configurations.
-Troubleshoot EDI transaction failures, mapping issues, document processing errors, and integration-related challenges.
-Support platform upgrades, patching activities, deployments, and environment maintenance.
-Design and implement monitoring frameworks, operational standards, and governance controls.
-Coordinate with infrastructure, application, network, and security teams to resolve cross-functional issues.
-Drive automation initiatives to improve operational efficiency, incident reduction, and proactive monitoring.
-Develop and maintain operational documentation, SOPs, knowledge articles, and support runbooks.
-Participate in disaster recovery testing, business continuity planning, and environment readiness activities.
-Mentor junior engineers and provide technical guidance on platform administration and troubleshooting.
-Support service reviews, audits, compliance activities, and operational reporting requirements.
SKILL REQUIREMENTS
5+ years of experience in OpenText BizManager (GXS BizManager) support, administration, or B2B integration platforms.
Strong knowledge of EDI standards including ANSI X12, EDIFACT, XML, and other B2B document formats.
Expertise in communication protocols such as AS2, FTP, SFTP, HTTP/S, and VAN connectivity.
Experience in trading partner onboarding, connectivity setup, and partner support activities.
Strong understanding of B2B transaction lifecycle, EDI workflows, and integration troubleshooting.
Hands-on experience with Linux/Unix environments and system administration.
Working knowledge of SQL queries, database troubleshooting, and data validation activities.
Experience managing digital certificates, encryption, and secure partner communications.
Knowledge of monitoring tools, operational dashboards, and performance analysis.
Experience with Shell scripting, Python, or automation tools for operational support.
Strong exposure to ITIL processes including Incident, Problem, Change, and Service Request Management.
Experience managing production support, SLA compliance, and operational governance activities.
Excellent troubleshooting, analytical, and problem-solving skills.
Strong stakeholder management, communication, and customer-facing support experience.
Ability to work in a high-availability, mission-critical enterprise support environment.
Key Responsibilities
2. To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity