Job Description

Overview
Hyland is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solutions 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.
We are truly thrilled to add to our IS team in India and enlarge Hyland across the globe! We hope to spread our #hylandlife philosophy here, create a vibrant culture where employees can feel connected to each other regardless of their work location and where positive work environment is defined by employees' happiness, health and engagement.
Currently we are looking for an Infrastructure Administrator 3 to join our Infrastructure Operations team!
The Infrastructure Administrator 3 oversees the monitoring of complex systems and leads efforts to improve reliability. Works with minimal supervision to ensure infrastructure stability, identifying trends and recurring issues. Serves as a subject matter expert in operational maintenance, and mentors junior team members in best practices.
Responsibilities

• Incident & Alert Handling Independently handles most incidents, including high-priority or complex outages. Acts as an escalation point for Levels 1-2, guiding them through troubleshooting. Ensures thorough root cause analysis is performed for major incidents and that fixes are implemented to prevent recurrence. Often leads post-incident review meetings (post-mortems) and drives follow-up actions across teams.
• Monitoring & Maintenance Improves monitoring and maintenance processes: Tunes monitoring systems to reduce false alarms and ensure important issues are detected. Analyzes patterns in alerts or repeated problems and implements solutions (for example, writing scripts to automate frequent fixes or adjusting alert thresholds). Handles complex or emergency maintenance tasks - e.g. performing out-of-cycle patches or rapid system recoveries - to address critical risks. Works closely with the team to plan longer-term fixes, and reviews maintenance plans (patch schedules, upgrade plans) to ensure they address root causes of issues and follow best practices.
• System Administration & Projects Manages complex projects and system improvements: Independently leads significant infrastructure projects (such as implementing a new enterprise monitoring platform, upgrading a critical system, or overhauling part of the network). Ensures that best practices for performance, security, and reliability are followed in all implementations. For example, might lead a project to deploy a more advanced backup solution or to restructure Active Directory for better efficiency and security. Writes and presents technical proposals for new infrastructure (server hardware, network equipment, software services), including justification and requirements. Acts as a bridge between the Monitoring team and IT architecture/engineering teams to ensure new designs consider operability and maintainability.
• Documentation & Knowledge Sharing Establishes standards and mentors through knowledge: Develops and enforces documentation standards for the team. Creates comprehensive documents such as configuration standards, incident response procedures, and maintenance playbooks. Reviews documentation written by others for accuracy and clarity. Actively shares knowledge by leading training sessions or technical workshops (for example, how to use a new monitoring tool or best practices for system hardening). Ensures the team's Confluence pages and internal wikis are up-to-date and valuable resources for everyone.
• Cross-Team Collaboration Coordinates with key stakeholders in IT and beyond to drive proactive maintenance and reliability initiatives. Works with system/application owners in other departments to plan major maintenance or upgrades with minimal disruption. Partners with InfoSec, compliance, or governance teams to ensure monitoring and maintenance activities meet security and policy requirements. Engages with vendors or external support as needed (e.g., opening support cases for hardware issues or evaluating a new monitoring tool). Understands the impact of changes on various user groups and communicates plans (like downtime notices or required user actions) accordingly.
• Audits gather records for audits of servers, network devices and environment to ensure compliance with established standards, policies and configuration guidelines.

Basic Qualifications

• 5-7 years of experience in infrastructure operations, systems administration, or related IT roles. Proven track record in diagnosing and resolving complex infrastructure issues (including addressing underlying problems that cause recurring incidents). Extensive experience with Windows Server, Linux, virtualization (VMware), and cloud platforms (Azure) in production. Has led or been a key contributor to significant projects or system upgrades. Experience mentoring others or leading small teams is expected. Able to independently handle complex technical problems and drive them to resolution.
• Autonomy & Leadership Operates with minimal oversight, effectively managing workload and setting priorities in line with team goals. Makes significant decisions in their domain (e.g., how to address a certain class of recurring system issues) and drives improvements in processes. Acts as a mentor to Levels 1 and 2 - provides on-the-job training, reviews their work, and gives constructive feedback. May serve as a technical lead on sub-projects or initiatives, guiding a small group of colleagues. Influences team processes and strategy by contributing expert insight and innovative ideas.
• Leadership & communication: Excels in diagnosing complex problems and navigating ambiguity to find solutions. Communicate confidently with both technical staff and management. Provides clear direction when leading a small team or mentoring others, while also listening to input. Handles conflict or high-pressure situations with professionalism. Strong organizational skills - can juggle multiple projects yet meet commitments. Fosters a collaborative culture, often bridging communication gaps between junior staff and management.
• Work hours: Remains flexible with schedule when urgent situations arise. Frequently involved in planning and executing maintenance or incident response during off-hours. Takes a leadership role during after-hours emergencies (may coordinate the team's response to a critical incident in the middle of the night).
• Travel: ~10% as needed - might travel for important planning sessions, to lead on-site efforts for large projects, or for professional development events.

TECHNICAL SKILLS & TOOLS

• Advanced technical mastery: Highly skilled across technologies in the Network, Client Services, Line-of-Business Applications, Compute/R&D, and Cyber Security domains. Proficient in network administration (routing, switching, firewall management via Panorama for Palo Alto firewalls) and load balancing. Strong scripting/automation abilities (e.g., PowerShell, Python, using WinSCP with scripts for config management). Deep knowledge of server and OS internals (Windows and Linux), virtualization, and enterprise storage systems (e.g., NetApp ONTAP, Cisco UCS Manager). Expert in using enterprise tools for system health and security - can configure and tune monitoring platforms and interpret security ratings (e.g., Security Scorecard/Bitsight), as well as manage identity/credential tools like CyberArk. Familiar with database and application administration (SQL Server, Oracle, Microsoft 365 services) as it relates to infrastructure maintenance and reliability. Effectively uses collaboration tools (Confluence, Teams/Slack, etc.) to work across teams.

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.
• Community Engagement- Volunteer time off (24h/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 at the top of our 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

Skills Required