About the role
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 OpenText is seeking a talented Sr. Customer Operations Project Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners. This role is responsible for delivering clear, timely, and audience‑appropriate communications during operational incidents, and for producing high‑quality root cause analysis (RCA) reports following incident resolution. You will play a critical role by acting as the critical bridge between technical teams, operations, and leadership and translating complex events into concise, accurate reports that drive transparency, learning, and continuous improvement. YOUR ARE GREAT AT Incident Communications Lead external communications during live incidents, ensuring messaging is timely, accurate, and aligned with incident communications standards. Draft and distribute incident notifications, status updates, and resolution communications across multiple channels. Keep incident communication templates, processes, and related web pages current and effective. Partner closely with Incident Managers and Technical Leads to validate facts and timelines in fast‑moving situations. Root Cause Analysis (RCA) & Reporting Own the creation of post‑incident reports, including executive summaries, timelines, impact assessments, root causes, contributing factors, and corrective actions. Facilitate RCA documentation by synthesizing inputs from engineering, operations, and support teams. Ensure RCA reports are clear, structured, and focused on learning and prevention. Serve as the incident communications representative in major problem review meetings, contributing communications insights and recommendations. Support audit, compliance, or regulatory reporting