Applications L2/L3 Support & Maintenance Engineer RightFax

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.

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Systems Integration Specialist to join our team in Frisco, Texas (US-TX), United States (US).

Job Description:
Applications L2/L3 Support & Maintenance Engineer – RightFax

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.
• Comprising approximately 3,000 trading partners and 800+ internal file transfer processes, ensuring reliable and secure data exchange across enterprise systems.

Day to Day job Duties: (what this person will do on a daily/weekly basis)
Application Support & Operations

• 5+Years of experience in L2/L3 support for RightFax applications and related faxing services.
• 5+Years of experience in Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• 5+Years of experience in Performing root cause analysis (RCA) for recurring issues and implement preventive measures.
• 5+Years of experience in Monitor application performance, fax queues, integrations, and system health proactively.
• 5+Years of experience in 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
• 5+Years of experience in Managing 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.

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

• 5+Years of experience in Strong experience supporting OpenText RightFax environments.
• 5+Years of Experience with:
• RightFax Enterprise Manager
• Fax Server Administration
• Fax Routing & DID Configurations
• RightFax Integrations
• Fax Queue Monitoring
• User Administration
• 5+Years of 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.

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com


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