Cloud Specialist

Hyland

1d•Remote

About The Position

The Cloud Specialist is primarily responsible for process governance, daily sync-up calls with the incident management team, and resolving cases from customers, partners, and the company's services team. This role supports incident response, Disaster Recovery failover testing, and scheduled maintenance windows within the cloud environment. The Cloud Specialist applies best practice knowledge to deliver timely, high-quality support while ensuring the high availability of customer-hosted solutions.

Requirements

2+ years of relevant experience is required.
ITIL Foundation certification (mandatory)
Good knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies.
Knowledge of systems administration principles, including Dell, Cisco, and/or HP hardware environments.
Good oral and written communication skills with the ability to interact professionally with others using discretion and tact.
Good critical thinking, analytical, and problem-solving skills with the ability to translate goals into the implementation of new ideas and design solutions.
Associate's degree or equivalent experience
Basic experience with process improvement
Basic experience with solving issues
Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
Good collaboration skills, applied successfully within team
Good critical thinking, analytical and problem solving skills
Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
Good organizational, multi-tasking, and time management skills
Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
Good ability to establish rapport and gain the trust of others; effective at gaining consensus
Self-motivated with the ability to manage projects to completion with oversight
Good ability to handle sensitive information with discretion and tact
Good 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 including Dell, Cisco and/or HP hardware
Good knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies

Nice To Haves

Good experience in process improvement, roster management, reporting, and preparing KPI/SLA dashboards.
Hands-on experience with tools such as Salesforce, Remedy, Jira, and Confluence for ticket management, documentation, and reporting.
Demonstrated ability to work independently and collaboratively in 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.

Responsibilities

Lead process governance activities including daily sync-up calls with the incident management team, preparing SOPs, KPI and SLA dashboards, and reporting on ticket metrics to senior stakeholders.
Interact with customers, partners, and internal resources to understand needs as they relate to ticket requests; provide proactive suggestions and guidance on hosted solutions.
Respond to alerts from internal monitoring tools and take timely corrective action, applying best practice knowledge to ensure swift and effective resolution.
Assist with supporting cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions, consistently applying best practices.
Troubleshoot and resolve cloud issues utilizing the company's systems, utilities, and support processes with direct oversight from team members, applying 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, ensuring accuracy and compliance with established standards.
Respond to basic inbound phone calls, tickets, and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge
Interact with customers, partners, and internal resources to understand needs as it relates to their ticket request ; provide proactive suggestions as well as answers in regards to hosted solutions
Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge
Assist supporting cloud infrastructure, networking, and other hosting tools to ensure high availability of customer solutions by applying best practice knowledge
Assist with testing, and maintaining systems and 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; apply best practices for problem resolution
Perform scheduled environment refresh requests of data to assist customers, partners, and internal resources while applying 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 applying best practices
Assist in gathering information for audits to ensure compliance with established standards, policies, and configuration guidelines.