OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

OpenText is seeking a talented Sr. Customer Operations Project Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners.

This role is responsible for delivering clear, timely, and audience‑appropriate communications during operational incidents, and for producing high‑quality root cause analysis (RCA) reports following incident resolution.

You will play a critical role by acting as the critical bridge between technical teams, operations, and leadership and translating complex events into concise, accurate reports that drive transparency, learning, and continuous improvement.

YOUR ARE GREAT AT

Incident Communications

• Lead external communications during live incidents, ensuring messaging is timely, accurate, and aligned with incident communications standards.
• Draft and distribute incident notifications, status updates, and resolution communications across multiple channels.
• Keep incident communication templates, processes, and related web pages current and effective.
• Partner closely with Incident Managers and Technical Leads to validate facts and timelines in fast‑moving situations.

Root Cause Analysis (RCA) & Reporting

• Own the creation of post‑incident reports, including executive summaries, timelines, impact assessments, root causes, contributing factors, and corrective actions.
• Facilitate RCA documentation by synthesizing inputs from engineering, operations, and support teams.
• Ensure RCA reports are clear, structured, and focused on learning and prevention.

• Serve as the incident communications representative in major problem review meetings, contributing communications insights and recommendations.

• Support audit, compliance, or regulatory reporting requirements as needed.

Continuous Improvement & Stakeholder Engagement

• Provide reporting to improve incident response processes.
• Collaborate with operations, reliability, and risk teams to improve incident transparency and reporting quality.

WHAT IT TAKES TO SUCCEED

• Bachelor’s degree in Communications, Journalism, Technical Writing, Business, or a related field (or equivalent experience).
• 3+ years of experience in communications, incident management, operations, or a related role.
• Exceptional writing and editing skills with the ability to simplify complex technical information.
• Experience supporting incident response, outage communications, or crisis communications.
• Strong organizational skills and attention to detail, particularly when working with timelines and factual accuracy.
• Comfort working in fast‑paced, high‑pressure environments.

ONE LAST THING

OpenText is more than just a corporation—it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $56,500 - $84,700; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.