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 4 . We are accepting applications from Hyderabad and Kolkata location only as this is Work from Office job opportunity. (NO HYBRID OR REMOTE ALLOWED)
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 7+ years of experience working in Infrastructure Support or NOC
• Expert Knowledge of Cloud technologies, SQL & CRM based applications
• Expert Knowledge of various monitoring tools like SolarWinds, BMC etc.
• Expert Knowledge of ITIL / ITSM framework & Process
• Experience in leading small teams preferred
• Experience in Training and mentoring new joiners
• Expert in 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 required

What will make you successful
Responsibilities:

• Application Layer Monitoring on Cloud
• Monitor infrastructure including (Servers, Applications & Services) and report them to appropriate teams.
• Documentation, recording and updating incident details in ITSM tool.
• Develop & Execute training plans for continuous improvement
• Identify process gaps & remediate accordingly
• Quality audits/assurance & implementation
• Spearhead timely resolution of Critical Incidents & Problems
• Responsible for maintaining NOC & administrative 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 request / incident assigned by managers

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 (we are working in 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, constant wellbeing programs
• Community Engagement- Volunteer time off (12h/year).
• Diversity & Inclusion- employee resource groups, inclusion benefits and policies
• Niceties & Events- snacks and beverages, employee referral program, birthday, baby gifts, and employee programs

If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work - connect with us!
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.