Cloud Specialist 1

Role Overview: As a Cloud Specialist 1 at Hyland Software, you will play a crucial role in responding to and resolving monitoring alerts, requests from customers, partners, and the company services team. You will also be responsible for working on disaster recovery failover testing and handling scheduled maintenance windows within the cloud environment with the support of your team members. Key Responsibilities: - Monitor infrastructure, including servers, applications, and services, and remediate any issues that arise - Perform application layer monitoring on the cloud - Document, record, and update incident details in the ITSM tool - Ensure maximum service availability and performance - Manage escalations within defined SLAs and coordinate with stakeholders and third-party vendors - Classify and support incidents, making initial assessments and allocating unresolved incidents to appropriate support groups - Monitor and track incidents, keeping users informed of progress - Manage requests/incidents assigned by Leads/Manager Qualifications Required: - Must have a bachelor's degree - 0.5 to 3 years of experience in infrastructure support or a NOC - Basic knowledge of cloud technologies, SQL, and CRM based applications - Basic troubleshooting and analytical skills - Familiarity with various monitoring tools like SolarWinds, BMC, etc. - Basic understanding of ITIL - Ability to multi-task and prioritize workload - Good oral and written communication skills - Willingness to work in a 24/7 rotational shift model, including night shifts - Ability to adapt to changing procedures and environments - Customer handling experience preferred - Freshers with strong knowledge and certifications will be given preference Additional Company Details: Hyland Software is renowned for being a great place to work and do business with. With a focus on providing software solutions for managing content, processes, and cases worldwide, we have empowered over 20,000 organizations to digitalize their workplaces and enhance their operations. At Hyland, we prioritize employee engagement and offer various benefits and programs, including learning and development opportunities, a focus on R&D with cutting-edge technologies, flexible work environment promoting work-life balance, well-being programs, community engagement initiatives, diversity, and inclusion efforts, among other niceties and events. If you are passionate about technology and seeking a workplace that values honesty, integrity, and fairness, we encourage you to connect with us and be a part of our dedicated team.,