Cloud Specialist Incident and Change Management

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