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Technical Success Manager, OpsBridge Suite Next Gen

Company: Micro Focus
Location: Fort Collins
Posted on: March 21, 2020

Job Description:

Technical Success Manager, OpsBridge Suite Next Gen

JOB DESCRIPTION:

TECHNICAL SUCCESS MANAGER, OPSBRIDGE SUITE NEXT GEN

Micro Focus helps organizations run and transform its business through four core areas of digital transformation: Enterprise DevOps, Hybrid IT Management, Predictive Analytics and Security, Risk, and Governance. Our software provides the critical tools they need to build, operate, secure, and analyze their enterprise. By design, these tools bridge the gap between existing and emerging technologies enabling faster innovation, with less risk, in the race to digital transformation.

ABOUT THE ROLE

Technical Success Manager, OpsBridge Suite Next Gen, as a member of the OperationsBridge (OpsB) Technical Success team, and the larger ITOM (IT Operations Management) Customer Success charter, is focused on optimizing the overall experience customers have with the OpsB product suite. The Technical Success team works with Micro Focus Sales and Presales, and provides technical expertise in big deal opportunities. We also work with our customers during onboarding and go-live activities, where we offer technical and functional advice on implementations, review customer requirements, answer questions on internal and external OpsB forums, and support specialized customer demos.

Our team is a key contributor to ITOM s transition from selling traditional, standalone products to creating customer value through our next-generation, suite-based approach running on Docker & Kubernetes. As a trusted adviser to the customer, you will be working with them on their journey through this transition, establishing a long-term partnership that will allow us to turn them into a strong reference and advocate for the OpsB suite.

Your in-depth understanding of customer requirements, use cases, and challenges in the Operations Management space will allow us to build better products and suites. In close cooperation with Product Management and R&D, your input and feedback will be used to influence our future roadmap.

We are looking for people with a unique combination of technical expertise, enterprise implementation, project management, and excellent customer management experience.

Your focus will be on the NEXT GENERATION OF THE CONTAINERIZED OPSB offering, which will be based on the ITOM Platform and the COSO Data Lake capabilities including also components like BVD (Business Value Dashboard).

THE TECHNICAL SUCCESS MANAGER, OPSBRIDGE SUITE NEXT GEN WILL:

* Assist Micro Focus Software Sales and Technical Presales by providing technical expertise for big deal opportunities, during proof-of-concept installations, proof-of-value evaluations, or specialized demonstrations

* Assist Professional Services and our partners in their implementation projects by providing solution architecture, sizing and configuration reviews.

* Review requirements and design with the customer and implementation team, provide in-depth technical expertise and recommendations following best practices and lessons learned from other customer implementations.

* Review and prioritization of customer reported defects and enhancement requests critical for go live, coordinate with Product Management and R&D teams.

* Promote opportunities for two-way communication between the customer and various Micro Focus groups, identify opportunities for references and advocacy.

* Help customers identify risks to achieving their stated business goals.

* Identify areas qualified as customer pain points and propose solutions (documentation, tools).

* Bring back to R&D and the Product Management team the customer feedback and influence future product direction.

* Actively participate on internal and external forums and communities, providing advice and best practices.

* Promote the OpsB suite through writing technical white papers, publishing blogs, or contributing to customer success stories.

EDUCATION AND EXPERIENCE REQUIRED:

* Bachelor degree required, at a minimum. Technical degree preferred.

* 10-12 years experience, including Customer facing role that includes, but is not limited to, issue resolution and escalation management at the technical, business owner and executive levels.

* Experience working in a multi-cultural global organization.

SKILLS AND KNOWLEDGE REQUIRED:

* Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer.

* Excellent verbal and written communication skills.

* Passion for working with customers.

* Excellent organization and time management skills.

* Autonomous in resolving problems without Product team assistance.

* Knowledge of operations management and automation spaces, incl. Micro Focus classic/containerized Operations Bridge Manager (OBM; aka OMi), Business Value Dashboard (BVD), Operations Agent, Operations Bridge Reporter (OBR), Application Performance Management (APM with products such as SiteScope, BPM) and underlying technologies such as CMS/UCMDB, COSO Data Lake component, Vertica, Postgres.

* Knowledge about typical OpsB integrations of other element managers such as Micro Focus NOM Suite (e.g. Network Node Manager (NNMi)), Microsoft SCOM, Nagios, VMWare portfolio, ServiceNow

* Cloud platforms: Amazon AWS, Microsoft Azure, Google Cloud

* Docker, Kubernetes and Micro Focus ITOM-Platform (based on Docker & K8S), OpenShift

* Linux (RedHat, SUSE, shell scripting, LDAP, administration) and MS Windows (scripting, Active Directory, and administration).

* Groovy scripting

* Good debugging and troubleshooting skills.

* Good networking skills (IP, load balancers, DNS, etc.).

* Willing to travel in-country and internationally.

If you want to be part of what's next and find out more about our available opportunities, visit Micro Focus Careers.

#LI-SD1

JOB:Engineering

MICRO FOCUS IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. PROSPECTIVE EMPLOYEES WILL RECEIVE CONSIDERATION WITHOUT DISCRIMINATION BECAUSE OF RACE, COLOUR, RELIGION, CREED, GENDER, NATIONAL ORIGIN, AGE, DISABILITY, MARITAL OR VETERAN STATUS, SEXUAL ORIENTATION, GENETIC INFORMATION, CITIZENSHIP OR ANY OTHER LEGALLY PROTECTED STATUS

Keywords: Micro Focus, Fort Collins , Technical Success Manager, OpsBridge Suite Next Gen, IT / Software / Systems , Fort Collins, Colorado

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