Overview:
Location: India Work Arrangement: Remote
The Senior Cloud Specialist is primarily responsible for responding to and resolving cases from customers, partners, and the company's services team. This role independently manages incidents and service requests, troubleshoots complex cloud issues, and works cross-functionally within cloud environments. The Senior Cloud Specialist serves as a trusted advisor and escalation resource, driving proactive improvements to cloud operations while ensuring high-quality service delivery.
Please note: This role operates on a 24x7 rotational shift schedule based on roster.
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Serve as a primary escalation resource for team members and customers, resolving complex cloud-hosted solution requests received via tickets, phone, and email while applying best practice knowledge.
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Take proactive measures to identify trends, improve monitoring of cloud-hosted solutions, and enhance internal efficiencies — remaining current on emerging best practices.
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Operate as a trusted advisor on scheduled environment refresh requests, assisting customers, partners, and internal resources while applying best practices throughout the process.
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Develop and implement enhancements to audit information gathering, ensuring compliance with established standards, policies, and configuration guidelines.
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Assist with implementing, testing, and maintaining systems and processes related to the cloud business continuity and disaster recovery plan.
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Mentor, coach, and train team members; develop internal documentation that fully reflects all activity related to issue resolution and the maintenance of hosted systems.
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Bachelor's degree or equivalent experience, with demonstrated experience in process improvement and resolving complex technical issues.
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ITIL4 Foundation certification with working knowledge of Service Request and Incident Management practices.
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Strong knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies.
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Strong critical thinking, analytical, and problem-solving skills with the ability to translate goals into innovative design solutions.
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Excellent oral and written communication skills with the ability to collaborate effectively across teams, maintaining professionalism and discretion at all times.
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Hands-on experience with cloud environments and tools such as Confluence, Jira, Salesforce, Remedy, Dynatrace, Splunk, and AWS services.
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Demonstrated ability to influence, motivate, and mobilize team members and business partners, both independently and in a team environment.
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Experience developing comprehensive internal documentation related to issue resolution and hosted system maintenance.
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Proven track record of proactively identifying inefficiencies and implementing improvements while staying current on industry best practices.
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Ability to provide general consulting services as a trusted advisor, leveraging deep expertise and best practice knowledge across cloud operations.
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.
Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
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Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
