Production Support Engineering Lead (OpenText)
About The Position
The Production Support Engineering Lead for Record Remediation and PrivateLink Update initiatives leads a cross-functional team responsible for maintaining, integrating, and implementing OpenText software applications and related technology solutions. The role drives project delivery, operational stability, and incident, problem, and change activities for critical technology projects, partnering with business, technology, risk, compliance, and vendor teams to achieve organizational goals. The lead executes technology initiatives, develops strategic roadmaps, and coordinates solution requirements, design reviews, test planning, application testing, change management, configuration, installation, and ongoing support. The role also oversees major incident response and root-cause resolution, while coaching and developing a high-performing team. The position is based in Chicago and follows a hybrid work arrangement, with 2–3 days per week on-site and other days potentially remote. Occasional travel is required.
Requirements
- 8–12 years of recent experience in Production Support Engineering.
- Experience leading technology teams, managing production incidents, and ensuring prompt service restoration.
- Experience leading Record Remediation and PrivateLink Update technology initiatives and implementing OpenText solutions.
- Substantial experience in IT service management and a comprehensive understanding of incident, problem, change, and major incident processes.
- A degree or diploma in Computer Science, Engineering, MIS, or a related field, or relevant certifications.
- Strong verbal and written communication skills for providing clear updates on service health, risks, and improvement activities.
- Ability to lead collaboratively, think strategically, and partner with stakeholders in cross-functional environments.
- Knowledge of banking products, services, and industry regulations.
- Legal eligibility to work at the specified location and, where applicable, a valid work or study permit.
Nice To Haves
- Experience with Electronic Data Management Systems, Enterprise Document Management, or Electronic Content Management systems (EDMS/ECMS), such as Hyland OnBase, DocuWare, IBM Content Management, Laserfiche, Box, Nautilus, or similar platforms.
Responsibilities
- Lead execution of Record Remediation and PrivateLink Update technology initiatives, develop strategic roadmaps, and ensure timely, transparent project delivery.
- Oversee solution requirements, design reviews, technology test planning, and coordination of software application testing.
- Coordinate change management, configuration, installation, and ongoing application support.
- Manage incident, problem, and change activities, including major incident response and root-cause resolution, to maintain operational stability and performance.
- Partner with business, technology, risk, compliance, and vendor teams to drive strategic outcomes aligned with organizational goals.
- Lead, coach, and develop a high-performing team, fostering accountability, collaboration, and continuous improvement.
- Communicate updates on service health, risks, and improvement activities.
Benefits
- Medical, dental, and vision plans
- Health Savings Account
- Life insurance, disability, and other insurance plans
- Paid time off, including sick leave, parental leave, and vacation
- Holidays
- 401(k)
- Potential eligibility for incentive compensation, which may include a discretionary bonus
- Banking benefits
- Wellbeing support
- MomentMakers social, points-based recognition program
- Purpose Day, a paid day off dedicated to personal growth and development
- Competitive salary
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
