Job Description

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.
Currently we are looking for the position of Cloud Specialist 2 . We are accepting applications from Hyderabad and Kolkata location only as this is Work from Office job opportunity.
The Cloud Specialist 1 is primarily responsible for responding to and resolving monitoring alerts responding to and resolving requests from customers partners and the company services team responding to incidents working Disaster Recovery failover testing and working scheduled maintenance windows within the cloud environment with assistance from team members.
What you will be doing
Qualifications:

• Must have a bachelor's degree
• A minimum of 3 Years - 5 years of experience working in Infrastructure Support or NOC
• Strong Knowledge of Cloud technologies, SQL & CRM based applications
• Strong troubleshooting & analytical skills
• Strong Knowledge of various monitoring tools like SolarWinds, BMC etc.
• Strong Knowledge of ITIL
• Strong Oral & Written communication skills
• Ability to multi-task and prioritize workload
• Adaptable to a 24/7 rotational shift model including night shifts
• Ability to adapt to continuously changing procedures and environment
• Strong Customer Handling experience preferred

• Application Layer Monitoring on Cloud
• Monitor infrastructure including (Servers, Applications & Services) and remediate issues
• Documentation, recording and updating incident details in ITSM tool.
• Responsible for maintaining NOC related reports.
• Ensure maximum possible service availability and performance.
• Manage escalations within SLAs defined in the team's standard operating procedures.
• Coordination with stakeholders and third-party vendors.
• Support and Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
• Allocation of unresolved Incidents to appropriate support groups
• Monitoring & Tracking, reviewing the progress of an incident and keeping the user informed
• Manage requests / incidents assigned by Leads/Manager