Cloud Specialist 4 (Incident Management & Change Management)
Hyland · India
This listing has closed — view similar roles below.
- Hybrid
- Full-time
- $120,000 / year
- India
Job highlights
- Lead critical incident response operations.
- Own and manage change management processes.
- Ensure operational excellence and continuous improvement.
- Collaborate with cross-functional teams.
- Utilize service management tools and methodologies.
About the role
Cloud Specialist Incident and Change Management
Hyland Software is a leader in providing software solutions for managing content, processes, and cases globally. We enable over 20,000 organizations to digitalize their workplaces and transform their operations. We are seeking an experienced Incident Management Commander and Change Management Process Owner to lead critical incident response and oversee change management processes, ensuring operational excellence and continuous improvement.
Responsibilities
Incident Management:
- Take command and lead critical incident response operations.
- Assess incidents, define priorities, and implement action plans.
- Provide updates to internal and external stakeholders.
- Maintain internal records for incident progress.
- Control escalations and engage appropriate teams for rapid resolution.
- Ensure timely and accurate notifications until P1 Incident resolution.
- Handle escalations during P1 Incident resolution.
- Provide guidance and support to resolver groups.
- Ensure proper handover if incidents span multiple shifts.
- Provide inputs to Problem Management for Root Cause Analysis (RCA).
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.
- Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests.
- Track change metrics, generate reports, and continuously improve the process.
- Provide guidance, training, and support on change management practices.
Basic Qualifications:
- Bachelor's degree or equivalent experience.
- Minimum 8 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 is a plus.
- Ability to manage multiple priorities and work under pressure.
- Good experience with Microsoft Operating systems and products.
- Practical experience using Service Management tools and methodologies.
- Ability to develop and use engaging presentation methodologies.
- Good business and technology acumen.
- Demonstrated ability to influence, motivate, and mobilize team members and business partners.
- Demonstrated ability to operate with the highest level of integrity, professionalism, and forthrightness.
- Ability to thrive in a fast-paced, deadline-driven environment.
- Sharp, fast learner with technology curiosity and aptitude.
- Up to 10% travel time required.
Hyland’s Offering:
- Learning & Development: Development budget, tuition assistance, 4,000+ online courses, webinars, mentorship, structured onboarding, dedicated L&D department.
- R&D Focus: Cutting-edge technologies, modernization, dynamic and innovative environment, dedicated R&D Education Services.
- Work-life balance: Flexible work environment and hours, remote work options, focus on trust and efficiency over location, but valuing in-office collaboration.
- Well-being: Private medical healthcare, life insurance, gym reimbursement.
- Community Engagement: Volunteer time off (24 hours/year).
- Diversity & Inclusion: Employee resource groups, inclusive benefits and policies.
- Niceties & Events: Snacks and beverages, employee referral program, gifts, and programs.
If you want to join a company where honesty, integrity, and fairness are core values, where people are passionate about technology and dedicated to their work – connect with us!
Key skills/competency
- Incident Management
- Change Management
- Process Ownership
- Leadership
- Stakeholder Management
- Risk Management
- Service Management Tools
- Problem Solving
- IT Operations
- Communication
Skills & topics
- Cloud Specialist
- Incident Management
- Change Management
- IT Operations
- Service Management
- Process Ownership
- Leadership
- Hyland
- Software Solutions
- Digital Transformation
How to get hired
- Tailor your resume: Highlight your 8+ years in incident/change management and specific accomplishments using keywords from the job description.
- Showcase leadership: Emphasize your experience in leading critical incident response and owning change management processes.
- Demonstrate technical skills: Detail your experience with Microsoft OS, Service Management tools, and methodologies.
- Prepare for behavioral questions: Be ready to discuss your problem-solving, decision-making, and stakeholder management skills under pressure.
- Research Hyland's culture: Understand their commitment to innovation, employee development, and work-life balance to align your responses.
Technical preparation
Master ITIL frameworks for incident/change management.,Gain proficiency with ServiceNow or similar ITSM tools.,Strengthen knowledge of Microsoft OS and products.,Practice documenting and presenting technical processes.
Behavioral questions
Describe a critical incident you led.,How do you handle change resistance?,How do you prioritize under pressure?,How do you ensure stakeholder alignment?
Frequently asked questions
- What are the core responsibilities of a Cloud Specialist at Hyland?
- At Hyland, a Cloud Specialist in this role is responsible for leading critical incident response operations and acting as the process owner for change management activities. This includes assessing incidents, developing action plans, managing escalations, and ensuring the smooth execution and continuous improvement of change management processes across the organization.
- What experience is required for the Incident Management & Change Management role at Hyland?
- The role requires a Bachelor's degree or equivalent experience, with a minimum of 8 years in incident management or emergency response, and demonstrated experience in change management process ownership. Strong leadership, problem-solving, and communication skills are essential.
- How does Hyland support employee growth and development for this Cloud Specialist position?
- Hyland offers a robust Learning & Development program, including a development budget for certifications and conferences, tuition assistance, extensive online courses, webinars, and mentorship programs. They also focus on R&D with cutting-edge technologies and a dedicated education services department.
- What is the work environment like for a Cloud Specialist at Hyland?
- Hyland fosters a work-life balance culture with flexible working hours and the possibility to work from home. While they value in-office collaboration, the emphasis is on trust and efficiency, creating a dynamic and innovative environment.
- What are the key skills Hyland looks for in a Cloud Specialist for Incident and Change Management?
- Hyland seeks candidates with strong skills in Incident Management, Change Management, Process Ownership, Leadership, Stakeholder Management, Risk Management, and experience with Service Management Tools. They also value excellent communication, problem-solving abilities, and business and technology acumen.
- Does this Cloud Specialist role at Hyland involve travel?
- Yes, this Cloud Specialist role requires up to 10% of travel time, indicating a need for some on-site presence or client engagement as required by the position's responsibilities.