Associate Cloud Specialist (Cloud Operations & Incident Management) Full Time

Location: India Work Arrangement: Remote

About the Role

The Associate Cloud Specialist is primarily responsible for responding to and resolving monitoring alerts, handling requests from customers, partners, and the company’s services team, and supporting incident response, Disaster Recovery failover testing, and scheduled maintenance windows within the cloud environment. This role operates with direct assistance and oversight from team members, offering a strong foundation for building expertise in cloud operations and hosted solution support.

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

• Respond to basic inbound phone calls, tickets, and emails from internal and external resources requesting assistance with cloud hosted solutions, developing a basic understanding of case and ticket workflows with direct oversight from team members.
• Interact with customers, partners, and internal resources to understand needs as they relate to ticket requests, ensuring clear and professional communication with direct oversight from team members.
• Respond to alerts from internal monitoring tools and take timely corrective action to resolve issues, with direct oversight for applying best practices.
• Assist with supporting cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions.
• Troubleshoot and resolve basic cloud issues utilizing the company’s systems, utilities, and support processes with direct oversight from team members, learning best practices for effective problem resolution.
• Contribute to internal documentation that fully reflects all activity related to issue resolution and the maintenance of hosted systems, with oversight and guidance from team members.

Role Essentials

• Associate’s degree or equivalent experience, with a foundational understanding of cloud hosting environments and support processes.
• Knowledge of systems administration principles, Microsoft Windows, networking, and virtualization technologies.
• Knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies.
• Oral and written communication skills that demonstrate a professional demeanor with the ability to interact with others using discretion and tact.
• Critical thinking, analytical, and problem-solving skills with the ability to summarize large quantities of information into actionable insights.

What We’d Like to See

• Experience working with cloud infrastructure monitoring tools and executing corrective action workflows in a timely manner.
• Demonstrated ability to work independently and collaboratively within a team environment, with the ability to influence, motivate, and mobilize peers and business partners.
• Experience contributing to internal documentation and audit information gathering in alignment with established standards, policies, and configuration guidelines.
• Familiarity with disaster recovery and business continuity processes within cloud-hosted environments.
• Proven ability to establish rapport and gain the trust of customers and partners while effectively building consensus across stakeholders.

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.

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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#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.