Delivery Senior Analyst

Position Overview
We are seeking an experienced Applications L2/L3 Support & Maintenance Engineer with expertise in OpenText RightFax to provide operational support, administration, maintenance, troubleshooting, and minor enhancements for enterprise faxing solutions. The role will be responsible for ensuring the stability, availability, performance, and security of the RightFax environment while supporting business users and coordinating with infrastructure, database, and vendor support teams.

The role requires working from the designated ODCs in Noida, Bangalore, or Hyderabad and adhering to the assigned 24x7 shift roster including weekend support.

Key Responsibilities
Application Support & Operations
•    Provide L2/L3 support for RightFax applications and related faxing services.
•    Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
•    Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
•    Monitor application performance, fax queues, integrations, and system health proactively.
•    Support day-to-day RightFax administration and operational activities. 

Application Maintenance
•    Perform routine maintenance activities including patch validation, upgrades, configuration reviews, and system optimization.
•    Plan and execute RightFax software patching, testing, and deployment activities.
•    Manage application health checks and ensure optimal system performance.
•    Identify and mitigate capacity, performance, and availability issues. 

Incident, Problem & Change Management
•    Manage incidents, service requests, problems, and change requests using ITSM tools.
•    Coordinate with infrastructure, database, network, and security teams for issue resolution.
•    Participate in production releases and change implementation activities.
•    Support disaster recovery, failover testing, and business continuity activities.

User & Access Administration
•    Create, modify, disable, and manage RightFax user accounts and fax numbers.
•    Support access requests, role management, routing configurations, and mailbox management.
•    Maintain user profiles, distribution lists, and fax routing configurations. 

Vendor & Stakeholder Coordination
•    Act as the primary liaison with OpenText/RightFax vendor support for complex issues.
•    Coordinate troubleshooting efforts between business users, infrastructure teams, and external vendors.
•    Track vendor cases through resolution and communicate status updates to stakeholders. 

Documentation & Compliance
•    Develop and maintain operational runbooks, SOPs, knowledge articles, and support documentation.
•    Ensure compliance with organizational security, audit, and data governance policies.
•    Support audit requests and maintain operational records.

Technical Skills Required
•    Strong experience supporting OpenText RightFax environments.
•    Experience with: 
o    RightFax Enterprise Manager
o    Fax Server Administration
o    Fax Routing & DID Configurations
o    RightFax Integrations
o    Fax Queue Monitoring
o    User Administration
•    Knowledge of: 
o    Windows Server Administration
o    IIS
o    Active Directory
o    SQL Server
o    SMTP/Email Systems (Exchange/O365)
o    Networking fundamentals
•    Experience with ITSM tools such as ServiceNow, Remedy, or similar platforms.
•    Understanding of application monitoring and alert management tools.

Desired Skills
•    Experience supporting RightFax integrations with ERP, EMR/EHR, Document Management, or Enterprise Applications.
•    Familiarity with scripting and automation using PowerShell.
•    Knowledge of High Availability (HA) and Disaster Recovery (DR) configurations.
•    Vendor management experience.

Qualifications
•    Bachelor’s degree in Computer Science, Information Technology, or related field.
•    5+ years of application support experience.
•    3+ years of hands-on RightFax administration and support experience.
•    Strong analytical and troubleshooting skills.
•    Excellent communication and stakeholder management skills.

Nice to Have
•    Healthcare enterprise support experience.
•    OpenText RightFax certifications.
•    Experience supporting large-scale enterprise faxing environments.