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 Manager, Cloud Operations . We are accepting applications from Hyderabad and Kolkata location only as this is Work from Office job opportunity only. (NO HYBRID OR REMOTE ALLOWED)
The Manager of Cloud Operations Global Cloud Services should be a professional passionate about delivering quality solutions to customers and dedicated to providing customers with a great experience. This position is responsible for the success of the Cloud Operations and Support Team in installing and supporting a customer's solution within the Company Cloud environment.
What you will be doing
Qualifications:

• Must have a bachelor's degree
• 10+ Years of total experience with a minimum of 4+ years of managing teams
• Broad knowledge of Cloud Hosting technologies
• 4+ years customer, and end user support experience
• ITIL/ITSM Certifications preferred
• Strong troubleshooting and problem-solving skills
• PMP/Prince Certification preferable
• Practical knowledge of Incident/Change/Problem & Case management
• Experience generating report via MS Excel/Power Bi preferred

What will make you successful
Responsibilities:

• The Cloud Operations Manager is primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer's Applications & Infrastructure
• Oversee day-to-day operations, escalations, ticketing, and communications with all customers.
• Supervise a 24x7 Tier1 Network Operation Centers (NOC) shift operations and personnel
• Responsible for managing production incidents, outages, SLA, uptime, service availability, root
• cause analysis
• Generate key reports and metrics for Management - System uptime, Service level agreements,
• Initiate internal OEM audits and close audit observations.
• Coordinating & supporting incident handling & recovery Ensure close monitoring of Network devices
• Define and maintain safeguard the security, integrity, and confidentiality of all customer data
• Define and maintain the availability of the Company Cloud environment
• Define and maintain the process and procedures used by the Company Cloud operations teams
• Take an active role in Employee Performance Management, Capacity Planning & Feedback
• Take an active role within the Company Cloud Leadership Team to define and implement goals, projects, policies and procedures consistent with Company's standards and culture
• Establish and maintain appropriate training and education plans for all Company Cloud Operations Team members
• Ensure that Company Cloud services are rendered in a manner that is consistent with Company Software's standards and culture; where appropriate, coordinate with other departments to define new standards
• Evaluate, recommend, and implement standards for Company Cloud offerings
• Participate in Company management activities and initiatives as directed by senior management

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.