Job Summary
The Applications L2/L3 Support & Maintenance Engineer will provide operational support, administration, maintenance, troubleshooting, and minor enhancements for enterprise OpenText RightFax solutions. The role will ensure the stability, availability, performance, and security of the RightFax environment while supporting business users and coordinating with infrastructure, database, network, security, and vendor support teams. The environment supports approximately 3,000 trading partners and 800+ internal file transfer processes, requiring reliable and secure data exchange across enterprise systems.
Key Responsibilities
• Provide L2/L3 support for RightFax applications and related faxing services.
• Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor application performance, fax queues, integrations, and system health proactively.
• Support day-to-day RightFax administration and operational activities.
• Perform routine maintenance activities including patch validation, upgrades, configuration reviews, and system optimization.
• Plan and execute RightFax software patching, testing, and deployment activities.
• Manage application health checks and ensure optimal system performance.
• Identify and mitigate capacity, performance, and availability issues.
• Manage incidents, service requests, problems, and change requests using ITSM tools.
• Coordinate with infrastructure, database, network, and security teams for issue resolution.
• Participate in production releases and change implementation activities.
• Support disaster recovery, failover testing, and business continuity activities.
• Create, modify, disable, and manage RightFax user accounts and fax numbers.
• Support access requests, role management, routing configurations, and mailbox management.
• Maintain user profiles, distribution lists, and fax routing configurations.
• Act as the primary liaison with OpenText/RightFax vendor support for complex issues.
• Coordinate troubleshooting efforts between business users, infrastructure teams, and external vendors.
• Track vendor cases through resolution and communicate status updates to stakeholders.
Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of application support experience.
• 3+ years of hands-on OpenText RightFax administration and support experience.
• Strong experience supporting OpenText RightFax environments.
• Experience with RightFax Enterprise Manager, fax server administration, fax routing and DID configurations, RightFax integrations, fax queue monitoring, and user administration.
• Experience with ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Understanding of application monitoring and alert management tools.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
Preferred Qualifications
• Experience supporting RightFax integrations with ERP, EMR/EHR, document management, or enterprise applications.
• Familiarity with scripting and automation using PowerShell.
• Knowledge of High Availability (HA) and Disaster Recovery (DR) configurations.
• Vendor management experience.
• Healthcare enterprise support experience.
• Experience supporting large-scale enterprise faxing environments.
Certifications
• OpenText RightFax certifications.
