Cloud Specialist 2 (Kolkata/ Hyderabad)

				Overview:

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

The Cloud Specialist 2 is primarily responsible for providing a swift response to critical incidents that significantly disrupt business services. The role aims to minimize the adverse impact on Hyland's customer business functions and ensure the best possible levels of service quality and availability are maintained. This involves identifying, classifying, and prioritizing incidents, as well as coordinating resources to resolve issues as quickly as possible. You will be troubleshooting and resolving incidents when there aren't critical incidents.

Responsibilities:

* Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge.
* Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge.
* Take ownership of the critical incident and lead the response team from start to resolution.
* Ensure incident is classified correctly as a critical incident and initiate the formal high priority incident process.
* Act as a primary point of contact for all stakeholders throughout the incident lifecycle.
* Coordinate the activities of all teams involved in the resolution of the critical incident. 
* Ensure that the appropriate resources are available to resolve the incident.
* Facilitate cross functional communication between the teams to ensure all are aligned on actions and priorities.
* Regularly update internal and external stakeholders on the status of the incident.
* Prepare and deliver clear, accurate, and timely status reports, including details on impact, resolution progress, and estimated resolution time if known.
* Escalate issues to higher levels of management or additional resources if the incident cannot be resolved quickly.
* Maintain a timeline of the critical incident, ensuring all activities are completed in timely manner.
* Track and monitor the progress of all recovery activities and adjust priorities as necessary.
* Work with the Problem Management team to provide insights and documentation that will help to prevent future incidents.
* Ensure that the incident is formally closed once all recovery actions have been completed and stakeholder are informed.
* Troubleshoot and resolve basic cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution
* Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

Qualifications:

* Associate's degree or equivalent experience
* Basic experience with process improvement
* Basic experience with solving issues
* Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
* Good collaboration skills applied successfully within team
* Good critical thinking analytical and problem solving skills
* Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
* Good organizational multi-tasking and time management skills
* Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
* Good ability to establish rapport and gain the trust of others; effective at gaining consensus
* Self-motivated with the ability to manage projects to completion with oversight
* Good ability to handle sensitive information with discretion and tact
* Good attention to detail
* Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment
* Knowledge of principles of systems administration including Dell Cisco and/or HP hardware
* Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies
* Up to 10% travel time required

Hyland's Offering

We're proud of our culture and take employee engagement seriously. By listening to employees' feedback, we're able to provide meaningful benefits and programs to our workforce.

* Learning & Development- development budget (used for certifications, conferences ect.), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees
* R&D focus - cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow
* Work-life balance culture- flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office! 
* Well-being- private medical healthcare, life insurance, gym reimbursement, constant wellbeing programs
* Community Engagement- Volunteer time off (12h/year), Dolars-for-doers matching gift programs
* Diversity & Inclusion- employee resource groups, inclusion benefits and policies
* Niceties & Events- quarterly profit sharing, culture & outings budgets, snacks and beverages, employee referral program, Christmas, birthday, baby gifts, constant incentives and employee programs

If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work - connect with us!

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
			

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Hyland Software