Lead Incident Manager - Business Process

The Lead Incident Manager is a critical role within OpenText's Service Management & Business Processes unit, responsible for leading incident and problem management across complex interconnected services. This role involves taking ownership of incidents from start to finish, leading cross-functional teams (NOC, Engineering, Technical Support) to troubleshoot and resolve service-impacting issues, and acting as a central facilitator during major incidents. The Lead Incident Manager ensures clear coordination, timely communication, and drives service stability and continuous improvement for better customer outcomes.

Must Have

• Lead service restoration and recovery efforts for escalated incidents.
• Utilize HP Service Manager and UCMDB for incident management and RCA activities.
• Communicate incident status clearly and authoritatively to all stakeholders.
• Lead adhoc response teams and make key decisions during major incidents.
• Mentor Incident Managers and support team development and onboarding.
• Advocate for continuous improvement and ITIL-aligned Service Management disciplines.
• Proven expertise in Service Management processes, including Incident, Problem, and Change Management.
• Broad industry experience across standard application software, hardware, and networking.
• Ability to lead and troubleshoot effectively during high-activity or technically complex sessions.
• Strong English verbal and written communication skills.
• Bachelor’s degree in IT or equivalent work experience.
• 10+ years of IT experience, including Software and Infrastructure Operations, and prior ITSM experience.

Description

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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Service Management & Business Processes

This business unit leads Incident and Problem Management across a complex landscape of interconnected services. The team operates with urgency and accountability, focused on restoring service quickly, learning from every incident, and driving improvements.

Incident Managers take ownership of incidents from start to finish. They lead fast-moving, ad hoc teams that bring together NOC, Engineering, and Technical Support to troubleshoot and resolve service-impacting issues. During major incidents, they act as the central facilitator—coordinating efforts, keeping stakeholders informed, and pushing resolution forward.

Your Impact

The Lead Incident Manager plays a critical role in restoring service quickly and minimizing impact during outages. As the primary Incident Manager during major events, this role leads fast-moving, cross-functional teams including NOC, Engineering, and Client Services to diagnose, troubleshoot, and resolve service-impacting issues.

Acting as the central facilitator, the Lead Incident Manager ensures clear coordination, timely communication, and momentum toward resolution. Beyond major incidents, the role provides daily oversight and guidance to ensure Incident Managers stay aligned with tactical priorities and consistently apply best practices.

This role helps drive service stability, supports continuous improvement, and contributes directly to better outcomes for our customers.

As a Lead Business Process Analyst, you will:

• Acquire and maintain a high-level overview of end-to-end systems, services, and tools supporting customer operations.
• Respond with urgency and ownership to escalated incidents, leading service restoration and recovery efforts.
• Use HP Service Manager and UCMDB to manage incidents, document resolutions, and support RCA activities.
• Communicate incident status calmly, clearly, and authoritatively to associates, leadership, and customers.
• Lead adhoc response teams, making key decisions to restore services during major incidents.
• Collaborate with the Service Operations Manager to promote the Incident Management Process and IT service culture.
• Mentor Incident Managers, maintain training curriculum, and support onboarding and team development.
• Advocate for continuous improvement and ITIL-aligned Service Management disciplines.

What you need to Succeed:

• Demonstrate proven expertise in Service Management processes, with deep knowledge of Incident, Problem, and Change Management.
• Possess broad industry experience across standard application software, hardware, and networking.
• Lead and troubleshoot effectively during high-activity or technically complex sessions.
• Communicate clearly with strong English verbal and written skills.
• Exhibit strong organizational-level communication capabilities.
• Bachelor’s degree in IT or equivalent work experience, with a history of leading teams through change and complexity.
• 10+ years of IT experience, including Software and Infrastructure Operations, and prior ITSM experience in Incident/Problem Management.
• Thrive in fast-paced, high-visibility roles within global IT 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 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 efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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 contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.