Senior Cloud Specialist (Incident and Change Management)

Hyland

9d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior