Senior Cloud Specialist – Incident and Change Management
Posted 28ds ago
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Job Description
Senior Cloud Specialist leading critical incident response and change management for Hyland, an enterprise content software company. Owning operational resilience, change processes, escalations, reporting, and stakeholder coordination.
Responsibilities:
- Lead critical incident response operations, assess incidents, define priorities, and implement incident action plans
- Ensure timely and accurate stakeholder notifications throughout the P1 incident lifecycle
- Control escalations and engage appropriate individuals and teams to accelerate resolution
- Handle escalations during active incidents and ensure proper shift handovers across multiple shifts
- Maintain internal records throughout the incident lifecycle
- Provide inputs to Problem Management for Root Cause Analysis when necessary
- Own organizational change management processes
- Develop, maintain, and enforce change management policies, standards, and procedures
- Collaborate with IT, Operations, and business stakeholders to evaluate, authorize, and monitor change requests
- Track change metrics, generate reports, and continuously improve the change management process
- Provide guidance and training on change management practices
Requirements:
- Bachelor's degree
- Demonstrated experience in change management process ownership, including developing and enforcing policies, standards, and procedures
- Strong leadership, decision-making, and problem-solving skills
- Ability to manage multiple priorities and perform effectively under pressure
- Excellent communication and interpersonal skills
- Practical experience with Service Management tools and methodologies
- Experience with Microsoft operating systems and products
- Experience in escalation and risk management within complex, fast-paced operational environments
- Ability to influence, motivate, and mobilize team members and business partners
- Strong business and technology acumen
- Ability to develop and deliver presentations to diverse audiences
- Commitment to integrity, professionalism, and forthrightness in a deadline-driven environment
Benefits:
- Career development resources
- Wellbeing programs
- Innovation practices
- Inclusive workplace culture
- Employee initiatives and community giving campaigns
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