Overview

Associate Cloud Specialist

Location: Hyderabad Work Arrangement: 3 Days office.

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.
• Experience in Incident Management.
• 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.

© Hyland. All rights reserved.

#HylandLife

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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.

Responsibilities

• Respond to basic inbound phone calls, tickets, and emails from internal and external resources requesting assistance with cloud hosted solutions with direct oversight from team members
• Interact with customers, partners, and internal resources to understand needs as it relates to their ticket request with direct oversight from team members
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely with direct oversight for applying best practice
• Assist supporting cloud infrastructure, networking, and other hosting tools to ensure high availability of customer solutions
• Assist with testing processes as it relates to the cloud business continuity disaster recovery plan
• Troubleshoot and resolve basic cloud issues utilizing the company's systems, utilities, and support processes with direct oversight from team members; learn best practices for problem resolution
• Perform scheduled environment refresh requests of data to assist customers, partners, and internal resources while learning best practices of the process
• Provide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issue
• Contribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems with oversight and guidance from team members
• Assist in gathering information for audits to ensure compliance with established standards, policies, and configuration guidelines.

Basic Qualifications

• Associate's degree or equivalent experience
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Collaboration skills, applied successfully within team
• Critical thinking, analytical and problem solving skills
• Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Organizational, multi-tasking, and time management skills
• Able to summarize large quantities of information into actionable insight
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self motivated with the ability to complete projects in a timely manner
• Ability to handle sensitive information with discretion and tact
• Attention to detail
• Demonstrated ability to influence, motivate and mobilize team members and business partners; ability to work independently and in a team environment
• Knowledge of principles of systems administration, Microsoft Windows, networking and virtualization technologies
• Knowledge of Microsoft server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies
• Up to 10% travel time required