Cloud Specialist
IN-WB-Kolkata
Hyland Software
Req #: 13940
Type: Regular Full Time
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Overview: Cloud Specialist Location: Kolkata, India Work Arrangement: Remote About the Role The Cloud Specialist is primarily responsible for process governance, daily sync-up calls with the incident management team, and resolving cases from customers, partners, and the company's services team. This role supports incident response, Disaster Recovery failover testing, and scheduled maintenance windows within the cloud environment. The Cloud Specialist applies best practice knowledge to deliver timely, high-quality support while ensuring the high availability of customer-hosted solutions. Your Role Responsibilities? Here's What You'll Do. * Lead process governance activities including daily sync-up calls with the incident management team, preparing SOPs, KPI and SLA dashboards, and reporting on ticket metrics to senior stakeholders. * Interact with customers, partners, and internal resources to understand needs as they relate to ticket requests; provide proactive suggestions and guidance on hosted solutions. * Respond to alerts from internal monitoring tools and take timely corrective action, applying best practice knowledge to ensure swift and effective resolution. * Assist with supporting cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions, consistently applying best practices. * Troubleshoot and resolve cloud issues utilizing the company's systems, utilities, and support processes with direct oversight from team members, applying best practices for effective problem resolution. * Contribute to internal documentation that fully reflects all activity related to issue resolution and the maintenance of hosted systems, ensuring accuracy and compliance with established standards. Role Essentials * 2+ years of relevant experience is required. * ITIL Foundation certification (mandatory), with good experience in process improvement, roster management, reporting, and preparing KPI/SLA dashboards. * Good knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies. * Knowledge of systems administration principles, including Dell, Cisco, and/or HP hardware environments. * Good oral and written communication skills with the ability to interact professionally with others using discretion and tact. * Good critical thinking, analytical, and problem-solving skills with the ability to translate goals into the implementation of new ideas and design solutions. What We'd Like to See * Hands-on experience with tools such as Salesforce, Remedy, Jira, and Confluence for ticket management, documentation, and reporting. * Demonstrated ability to work independently and collaboratively in a team environment, with the ability to influence, motivate, and mobilize peers and business partners. * Experience contributing to internal documentation and audit information gathering in alignment with established standards, policies, and configuration guidelines. * Familiarity with disaster recovery and business continuity processes within cloud-hosted environments. * Proven ability to establish rapport and gain the trust of customers and partners while effectively building consensus across stakeholders. About Hyland Hyland is the pioneer of the Content Innovation Cloud(tm), delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com. (c) Hyland. All rights reserved. #HylandLife Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them. Equal Opportunity Statement Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements 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 * Interact with customers, partners, and internal resources to understand needs as it relates to their ticket request ; provide proactive suggestions as well as answers in regards to hosted solutions * Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge * Assist supporting cloud infrastructure, networking, and other hosting tools to ensure high availability of customer solutions by applying best practice knowledge * Assist with testing, and maintaining systems and processes as it relates to the cloud business continuity disaster recovery plan * 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 * Perform scheduled environment refresh requests of data to assist customers, partners, and internal resources while applying best practices of the process * Provide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issue * Contribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practices * 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
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