Cloud Specialist 1

Job Description

We are seeking an Incident Management Analyst to support the administration and day-to-day operation of our incident response and on-call tooling. This role focuses on configuration support, incident readiness, integrations, and operational hygiene, working under the guidance of senior management or Solution owners. The ideal candidate is detail-oriented, calm under pressure, and comfortable working across engineering, IT, and operations teams to ensure our incident tooling runs reliably and consistently.

Currently we are looking for the position of Cloud Specialist 1 ( Hyderabad Location ) .

Incident & On-Call Tool Support

• Support the administration of Hyland’s incident response tools such as PagerDuty, incident.io, and/or FireHydrant
• Handle support cases to assist support teams with the configuration, usage, and/or issue resolution of the Incident response tool
• Ability to work with vendor if needed to resolve issues with configuration and usage
• Maintain, configure, and update:

o Tool configuration and operation

o Incident Response tool integrations

o Incident, notification, and on call process standards

o Usage reporting and analytics

o Testing – keeping testing scenarios and validating for troubleshooting, configuration changes, and upgrades

o Upgrades – help to lead upgrade efforts and testing, maintaining documentation and backup current configuration\setup

o Documentation – keep end user and admin documentation current

• Assist with access requests, permissions, and user onboarding/offboarding

o License management

• Support alert routing updates, escalation adjustments, and noise reduction efforts

• 1–3+ years experience supporting incident management, IT Support Operations
• Familiarity with on-call and incident response concepts
• Experience working with SaaS platforms in a support or admin capacity
• Comfortable supporting systems integrated with cloud platforms (Azure and/or AWS)
• Strong communication skills and ability to work under pressure

• Hands-on exposure to PagerDuty, DynaTrace, incident.io, FireHydrant, xMatters, or similar tools
• Experience supporting alert integrations from monitoring platforms
• Understanding of basic ITSM, ITIL, or SRE practices