Cloud Specialist 4 (Incident Management & Change Management)

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.

We are seeking an experienced Incident Management Commander, who will also serve as the Change Management Process Owner. This dual-responsibility role involves leading incident response operations while overseeing and maintaining the organizations change management processes. The ideal candidate will combine strong leadership, strategic thinking, and process governance skills to ensure operational excellence and continuous improvement.

Incident Management:

• Take overall command and lead critical incident response operations.
• Assess incidents, define priorities, and implement incident action plans.
• Provide the updates to the relevant internal and external stakeholders
• Maintain internal record keeping for the progress of the incident throughout the life cycle.
• Control the escalation and engage appropriate individuals/teams as required to speed up resolution
• Ensure timely and accurate notifications are sent until the P1 Incident is resolved
• Handle any escalations during the P1 Incident resolution activity
• Provide necessary guidance and support to the resolver groups
• If duration of incident spans over multiple shifts, ensure proper handover to recipient of work
• Provide inputs to Problem Management for Root Cause Analysis (RCA) if the RCA is deemed necessary

Change Management Process Ownership:

• Act as the process owner for all organizational change management activities.
• Develop, maintain, and enforce change management policies, standards, and procedures.
• Approve and monitor changes to ensure minimal operational impact and compliance with best practices.
• Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests.
• Track change metrics, generate reports, and continuously improve the change management process.
• Provide guidance, training, and support to teams on change management practices.

• Bachelor's degree or equivalent experience
• Minimum 8 years
• Proven experience in incident management, emergency response, or related fields.
• Demonstrated experience in change management process ownership.
• Strong leadership, decision making, and problem-solving skills.
• Excellent communication and interpersonal skills
• Experience in escalation and risk management will be added advantage.
• Ability to manage multiple priorities and work under pressure.
• Good experience with Microsoft Operating systems and products
• Practical experience in using Service Management tools and methodologies
• Good ability to develop and use engaging, informative and compelling presentation methodologies
• Good business and technology acumen
• Demonstrated ability to influence, motivate and mobilize team members and business partners
• Demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness
• Able to thrive in a fast paced, deadline driven environment
• Sharp, fast learner with technology curiosity and aptitude
• Up to 10% of travel time required

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 in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!