Senior Cloud Specialist (Incident Management & Change Management)

Location: India Work Model: Remote

About the Role

The Incident Management Commander & Change Management Process Owner is a dual-responsibility leadership role at the heart of Hyland's operational resilience. This role combines hands-on command of critical incident response with strategic ownership of the organization's change management processes. If you're a decisive, people-focused leader who thrives under pressure and is passionate about operational excellence — this role was built for you.

Your Role Responsibilities? Here's What You'll Do.

• Lead critical incident response operations; assess incidents, define priorities, and implement incident action plans while ensuring timely and accurate stakeholder notifications throughout the P1 incident lifecycle.
• Control escalations, engage appropriate individuals and teams to accelerate resolution, handle escalations during active incidents, and ensure proper shift handovers when incidents span multiple shifts.
• Maintain internal records throughout the incident lifecycle and provide inputs to Problem Management for Root Cause Analysis where deemed necessary.
• Act as process owner for all organizational change management activities; develop, maintain, and enforce change management policies, standards, and procedures.
• Collaborate with IT, Operations, and business stakeholders to evaluate, authorize, and monitor change requests, ensuring minimal operational impact and compliance with best practices.
• Track change metrics, generate reports, continuously improve the change management process, and provide guidance and training to teams on change management practices.

Role Essentials

• 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 with the ability to manage multiple priorities and perform effectively under pressure.
• Excellent communication and interpersonal skills with the ability to collaborate and engage at all levels of the organization.
• Practical experience with Service Management tools, methodologies, and Microsoft operating systems and products.

What We'd Like to See

• Experience in escalation and risk management within complex, fast-paced operational environments.
• Demonstrated ability to influence, motivate, and mobilize team members and business partners toward shared outcomes.
• Strong business and technology acumen with a curious, fast-learning mindset and a natural aptitude for technology.
• Ability to develop and deliver engaging, informative, and compelling presentations to diverse audiences.
• Demonstrated commitment to operating with the highest level of integrity, professionalism, and forthrightness in a deadline-driven environment.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

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.

#HylandLife

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.

Equal Opportunity Statement

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.

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