Senior Customer Operations Project Manager (Waterloo)

Job Overview

OpenText is seeking a Sr. Customer Operations Project Manager to join the GTS Operations team. The role focuses on incident communications and post‑incident RCA reporting, bridging technical teams, operations, and leadership.

Key Responsibilities

• 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.
• Update and maintain incident communication templates, processes, and related web pages.
• Partner closely with Incident Managers and Technical Leads to validate facts and timelines in rapid‑moving situations.
• Own the creation of post‑incident reports, including executive summaries, timelines, impact assessments, root causes, contributing factors, and corrective actions.
• Facilitate RCA documentatio...