Customer Support Operations Manager Jobs in Waterloo, ON

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

As a Manager, Cloud Operations (SRE), you will lead a global team responsible for ensuring the reliability, scalability, and operational excellence of Single Tenant cloud environments. This role provides an opportunity to mentor developers, influence platform strategy, and drive continuous improvement across cloud operations. You will collaborate closely with Cloud Support, Architecture, Professional Services (PS) Onboarding, CloudOps Delivery, and Platform Engineering teams to enhance service resilience and operational maturity. You will oversee operations for hundreds of enterprise clients across GCP, AWS, Azure, and VMware, while managing geographically distributed teams across Europe and India.

Note: This role requires an early start (6:00 AM EST) to ensure effective transition of escalations from the India team to North America. Participation in a rotational on-call schedule (weekdays/weekends) is required.

WHAT THE ROLE OFFERS

• Lead and manage a team of SREs supporting business-as-usual (BAU) cloud operations across multi-cloud environments
• Oversee and drive critical operational functions:
• Observability, alert response, and incident remediation
• Root Cause Analysis (RCA) and incident reviews
• OS patching, upgrades, and lifecycle management
• Certificate lifecycle management
• Capacity planning and infrastructure scaling
• Actively engage in triaging high-priority incidents and escalations, ensuring timely resolution and stakeholder communication
• Operate effectively in ambiguous environments, translating unclear or evolving requirements into well-defined, prioritized, and actionable tasks for the team
• Partner with Support, onboarding, developers and architecture teams to resolve complex technical issues and improve system reliability
• Drive daily operations cadence, including Scrum/Kanban standups, backlog prioritization, and KPI tracking
• Own and improve key operational metrics (MTTR, response time, service availability)
• Collaborate with platform and delivery teams to enable automation and efficient provisioning using Terraform and CI/CD pipelines
• Mentor and develop team members while fostering a high-performance, accountability-driven culture
• Identify opportunities for automation, efficiency gains, and proactive incident prevention

WHAT YOU NEED TO SUCCEED

• 4+ years of people management experience (team size: 6-10 engineers)
• 2+ years of experience in DevOps / Cloud Operations / SRE
• Strong experience managing Scrum/Kanban workflows, backlog, and operational KPIs (MTTR, response SLAs)
• Hands-on experience with:
• Cloud platforms: GCP, AWS, or Azure (5+ years preferred)
• Kubernetes (2+ years) - mandatory
• CI/CD tools: Jenkins, GitLab, GitHub, Azure DevOps, Maven
• Experience driving patching, upgrades, and maintenance programs during planned outage windows
• Strong ability to lead deep technical discussions with senior developers, architects, and product teams
• Demonstrated experience leading enterprise-scale, cross-functional programs
• Experience in infrastructure automation using Terraform
• Strong understanding of:
• Site Reliability Engineering (SRE) practices
• Cloud architecture and hyperscaler environments
• IT operations and systems architecture

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 on 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: $98,080 - $147,120; 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.