THE OPPORTUNITY

As a key member of the OpenText Mission Control Center (MCC), the Senior Client Advocate plays a vital role in preventing critical escalations and driving long-term improvement through structured problem management and trend analysis. You will help ensure Client success by proactively identifying risks, analyzing recurring issues, and enabling corrective action before problems escalate.

This role requires strong analytical skills, cross-functional collaboration, and effective communication with both technical experts and senior business stakeholders.

YOUR IMPACT

Detecting and tracking at-risk Clients through analysis of critical support cases, especially during go-lives, updates, or expansion. Investigating why escalations occurred and driving improvements so future issues can be handled via standard support.

Facilitating structured problem analysis (5 Whys, Root Cause Analysis) Translating known errors into widely accessible knowledge through documentation, enablement, and internal awareness.

Driving permanent corrective actions and applying a fleet-wide approach to eliminate systemic issues across all Client environments.

Supporting AI-first initiatives to identify patterns, automate RCA documentation, and drive proactive issue detection.

Communicating clearly with both technical and executive stakeholders, and building trust across internal teams. Managing priorities in a fast-paced environment with attention to detail and follow-through

WHAT YOU NEED TO SUCCEED

3+ years of experience in technical support, problem management, or operational risk roles

Strong understanding of problem management processes and methodologies

Familiarity with AI or analytics tools for risk detection and pattern recognition is a plus

Proven ability to distill patterns into actionable insights and drive continuous improvement. Experience collaborating across Support, Engineering, and Operations teams.

Self-starter with strong prioritization and execution skills

Excellent verbal and written communication across technical and business audiences

Familiarity with OpenText products and services is a plus

Certifications in ITIL, Lean Six Sigma, or related disciplines preferred

About OpenText Mission Control Center

The Mission Control Center (MCC) operates with one principle: in Client mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact Client escalations.

MCC is built on a three-pillar strategy to ensure Client success:

We protect Clients by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues. We improve by analyzing incident and escalation trends and feeding insights back into OpenText's products and processes for lasting change.

ONE LAST THING
OpenText is more than a global technology leader-we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

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: $63,140 - $103,730; 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.