OpenText AppWorks / BPM AMS Lead

ACCORD INNOVATIONS SDN. BHD.; Kuala Lumpur; On-site; MYR 180,000 - 320,000; Full time

Job summary

Accord Innovations is seeking an experienced OpenText AppWorks/BPM AMS Lead to steer AMS operations and support for OpenText solutions in Kuala Lumpur. You will lead distributed teams, manage incidents and changes, and drive continuous improvement across the service delivery lifecycle.

The role requires 15+ years with OpenText AppWorks/BPM, 5+ years in a senior leadership position, and strong ITIL expertise. This contract position offers global scope and targeted performance metrics.

Qualifications

• 15+ years of experience with OpenText AppWorks and BPM in support or development.
• 5+ years in Lead/Senior role managing AMS or IT support operations.
• Strong hands-on experience with OpenText AppWorks Platform.
• Experience with case management, process modeling, and application development.
• Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management.
• Experience managing distributed/global teams across different time zones.
• Strong stakeholder management, communication, and problem-solving skills.
• Hands-on experience with Content Server, Extended ECM, Archive Center, OTDS.

Responsibilities

• Lead and manage AMS support operations for OpenText AppWorks and BPM solutions.
• Manage incidents, service requests, enhancements, and minor projects while ensuring SLA/KPI compliance.
• Act as the primary escalation point for technical and functional issues.
• Oversee ticket queues, prioritization, issue resolution, and service delivery.
• Perform and guide root cause analysis (RCA) for recurring and critical issues.
• Lead change management activities including impact analysis, testing, and deployment.
• Coordinate with business users, development teams, internal IT teams, vendors, and OpenText support.
• Drive system optimization, performance improvement, and proactive issue prevention.
• Maintain accurate documentation for configurations, processes, customizations, and support procedures.
• Track AMS metrics, identify trends, and drive continuous improvement.
• Ensure compliance with security, audit, and regulatory requirements.
• Provide leadership, mentoring, and coordination to onshore/offshore AMS teams.
• Support and manage OpenText solutions such as Content Server, Extended ECM, VIM, Archive Center, and OTDS.

Skills

OpenText AppWorks

BPM

ITIL

Leadership

Stakeholder management

Tools

Content Server

Extended ECM

Archive Center

OTDS

Job description

Employment Type: Contract with Accord Innovations
Location: Kuala Lumpur, Malaysia
Work Location: Kuala Lumpur
Shift: General Shift
Notice Period: 15–30 Days
Priority: Critical
Experience: 15+ Years Overall | 5+ Years in Lead/Senior AMS Role

Role Overview

We are looking for an experienced OpenText AppWorks / BPM AMS Lead to lead and manage Application Management Services (AMS) and support operations for OpenText BPM solutions. The ideal candidate will have strong hands‑on experience with OpenText AppWorks Platform, BPM, ITIL service management, and leadership of distributed support teams.

Key Responsibilities

Lead and manage AMS support operations for OpenText AppWorks and BPM solutions.

Manage incidents, service requests, enhancements, and minor projects while ensuring SLA/KPI compliance.

Act as the primary escalation point for technical and functional issues.

Oversee ticket queues, prioritization, issue resolution, and service delivery.

Perform and guide root cause analysis (RCA) for recurring and critical issues.

Lead change management activities including impact analysis, testing, and deployment.

Coordinate with business users, development teams, internal IT teams, vendors, and OpenText support.

Drive system optimization, performance improvement, and proactive issue prevention.

Maintain accurate documentation for configurations, processes, customizations, and support procedures.

Track AMS metrics, identify trends, and drive continuous improvement.

Ensure compliance with security, audit, and regulatory requirements.

Provide leadership, mentoring, and coordination to onshore/offshore AMS teams.

Support and manage OpenText solutions such as Content Server, Extended ECM, VIM, Archive Center, and OTDS.

Mandatory Skills & Experience

15+ years of experience with OpenText AppWorks and BPM solutions in support or development.

5+ years of experience in a Lead/Senior role managing AMS or IT support operations.

Strong hands‑on experience with OpenText AppWorks Platform.

Experience with case management, process modeling, and application development.

Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management.

Experience managing distributed/global teams across different time zones.

Strong stakeholder management, communication, problem-solving, and conflict‑resolution skills.

Hands‑on experience with one or more OpenText products/modules such as:

Content Server

Extended ECM

Archive Center

OTDS

Preferred Skills

OpenText system configuration, administration, and support experience.

Experience working in a global AMS delivery model.

Strong experience in service delivery, escalation management, and SLA governance.

Experience coordinating cross-functional technical and functional teams.

Strong documentation and continuous improvement capabilities.

Ideal Candidate Profile

The ideal candidate is a senior OpenText/BPM professional and experienced AMS leader who can combine hands‑on technical expertise with team leadership, stakeholder management, service delivery, and operational governance.

Information Technology Services 51-100 employees

An attentive, relationship-centric, technology, analytic, consulting firm with global service delivery capabilities.

We partner with government agencies and business of all size and verticals to architect, develop, implement, measure, optimize and maintain solutions that drive their success metrics.

An attentive, relationship-centric, technology, analytic, consulting firm with global service delivery capabilities.

We partner with government agencies and business of all size and verticals to architect, develop, implement, measure, optimize and maintain solutions that drive their success metrics.

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