Job Description

Overview

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The Cloud Specialist 2 is primarily responsible for providing a swift response to incidents that disrupt business services. The role aims to minimize the adverse impact on Hyland's customer business functions and ensure the best possible levels of service quality and availability are maintained. This involves identifying, classifying, and prioritizing incidents, as well as coordinating resources to resolve issues as quickly as possible. You will be troubleshooting and resolving incidents when there aren't critical incidents.

What you will be doing

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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. Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge. Troubleshoot and resolve cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution Take ownership of the critical incident and lead the response team from start to resolution. Ensure incident is classified correctly as a critical incident and initiate the formal high priority incident process. Act as a primary point of contact for all stakeholders throughout the incident lifecycle. Coordinate the activities of all teams involved in the resolution of the critical incident. Ensure that the appropriate resources are available to resolve the incident. Facilitate cross functional communication between the teams to ensure all are aligned on actions and priorities. Regularly update internal and external stakeholders on the status of the incident. Prepare and deliver clear, accurate, and timely status reports, including details on impact, resolution progress, and estimated resolution time if known. Escalate issues to higher levels of management or additional resources if the incident cannot be resolved quickly. Maintain a timeline of the critical incident, ensuring all activities are completed in timely manner. Track and monitor the progress of all recovery activities and adjust priorities, as necessary. Work with the Problem Management team to provide insights and documentation that will help to prevent future incidents. Ensure that the incident is formally closed once all recovery actions have been completed and stakeholder are informed. Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

What will make you successful

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Minimum 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 influence motivate and mobilize team members and business partners; ability to work independently and in a team environment Knowledge of principles of systems administration including Dell Cisco and/or HP hardware Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies * Up to 10% travel time required