Cloud Specialist 3 (Incident Management & Change Management)
Hyland · India
- Hybrid
- Full-time
- $100,000 / year
- India
Job highlights
- Lead critical incident response operations globally.
- Own and enforce organizational change management.
- Requires 5+ years in incident/emergency response.
- Strong leadership and problem-solving needed.
- Hyland offers extensive learning and balance.
About the role
Cloud Specialist 3 (Incident Management & Change Management)
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 solutions for managing content, processes, and cases for organizations across the globe, we have enabled more than 20,000 organizations to digitalize their workplaces and transform their operations. We are seeking an experienced Incident Management Commander, who will also serve as the Change Management Process Owner. This dual-responsibility role involves leading incident response operations while overseeing and maintaining the organization's change management processes. The ideal candidate will combine strong leadership, strategic thinking, and process governance skills to ensure operational excellence and continuous improvement.Responsibilities
Incident Management:
- Take overall command and lead critical incident response operations.
- Assess incidents, define priorities, and implement incident action plans.
- Provide updates to the relevant internal and external stakeholders.
- Maintain internal record keeping for the progress of the incident throughout the lifecycle.
- Control the escalation and engage appropriate individuals/teams as required to speed up resolution.
- Ensure timely and accurate notifications are sent until the P1 Incident is resolved.
- Handle any escalations during the P1 Incident resolution activity.
- Provide necessary guidance and support to the resolver groups.
- If the duration of an incident spans multiple shifts, ensure proper handover to the recipient of work.
- Provide inputs to Problem Management for Root Cause Analysis (RCA) if deemed necessary.
Change Management Process Ownership:
- Act as the process owner for all organizational change management activities.
- Develop, maintain, and enforce change management policies, standards, and procedures.
- Approve and monitor changes to ensure minimal operational impact and compliance with best practices.
- Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests.
- Track change metrics, generate reports, and continuously improve the change management process.
- Provide guidance, training, and support to teams on change management practices.
Basic Qualifications:
- Bachelor's degree or equivalent experience.
- Minimum 5+ years of proven experience in incident management, emergency response, or related fields.
- Demonstrated experience in change management process ownership.
- Strong leadership, decision-making, and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience in escalation and risk management will be an added advantage.
- Ability to manage multiple priorities and work under pressure.
- Good experience with Microsoft Operating systems and products.
- Practical experience in using Service Management tools and methodologies.
- Good ability to develop and use engaging, informative, and compelling presentation methodologies.
- Good business and technology acumen.
- Demonstrated ability to influence, motivate, and mobilize team members and business partners.
- Demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness.
- Able to thrive in a fast-paced, deadline-driven environment.
- Sharp, fast learner with technology curiosity and aptitude.
- Up to 10% of 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 etc.), 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 (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.
- Community Engagement: Volunteer time off (24h/year).
- Diversity & Inclusion: Employee resource groups, inclusion benefits and policies.
- Niceties & Events: Snacks and beverages, employee referral program, birthday, baby gifts, and employee programs.
Key skills/competency
- Incident Management
- Change Management
- Cloud Specialist
- Leadership
- Process Ownership
- IT Operations
- Risk Management
- Stakeholder Communication
- Problem Solving
- Service Management Tools
Skills & topics
- Cloud Specialist
- Incident Management
- Change Management
- IT Operations
- Service Management
- Leadership
- Process Improvement
- Risk Management
- Hyland Software
- Technology
How to get hired
- Tailor your resume: Highlight your 5+ years of incident and change management experience, leadership, and problem-solving skills.
- Showcase IT skills: Emphasize experience with Microsoft OS, service management tools, and methodologies relevant to Cloud Specialist roles.
- Quantify achievements: Use data to demonstrate your impact in past incident response and change management initiatives.
- Prepare for interviews: Be ready to discuss leadership scenarios, conflict resolution, and your approach to process improvement at Hyland.
Technical preparation
Master ITIL or similar service management frameworks.,Practice leading incident response simulations.,Familiarize yourself with cloud environments.,Understand change management lifecycle.
Behavioral questions
Describe a critical incident you managed.,How do you handle process resistance?,How do you prioritize conflicting demands?,Tell me about a time you influenced others.
Frequently asked questions
- What are the key responsibilities for a Cloud Specialist at Hyland?
- As a Cloud Specialist at Hyland, you will primarily lead critical incident response operations and serve as the Change Management Process Owner. This involves assessing incidents, developing action plans, managing escalations, and ensuring timely resolution. You will also be responsible for developing, maintaining, and enforcing change management policies, approving changes, and collaborating with stakeholders to minimize operational impact.
- What experience is required for the Cloud Specialist role at Hyland?
- The Cloud Specialist role requires a Bachelor's degree or equivalent experience, with a minimum of 5 years of proven experience in incident management, emergency response, or related fields. Demonstrated experience in change management process ownership, strong leadership, decision-making, and problem-solving skills are also essential. Experience with Microsoft Operating Systems and Service Management tools is highly beneficial.
- How does Hyland support professional development for its Cloud Specialists?
- Hyland heavily invests in employee growth through a comprehensive Learning & Development program. This includes a development budget for certifications and conferences, a tuition assistance program, access to over 4,000 online courses, instructor-led webinars, mentorship programs, and a structured onboarding experience. A dedicated Learning & Development department is available to support employees' career progression.
- What is the work environment like at Hyland for a Cloud Specialist?
- Hyland fosters a flexible work environment with task-based working hours and the possibility to work from home. They value trust and believe efficiency is not dependent on location, though they also emphasize the importance of in-office collaboration. The company culture is dynamic, innovative, and focused on R&D, with a strong emphasis on work-life balance and employee well-being.
- How does Hyland handle incident and change management processes?
- For incident management, Hyland emphasizes taking command of critical incidents, assessing priorities, implementing action plans, and managing escalations to ensure swift resolution. For change management, they have a dedicated process owner responsible for developing policies, approving changes, monitoring their impact, and continuously improving the process through collaboration with IT, Operations, and business stakeholders.