Overview Hyland Software is widely known as a great company to work for and a great company to do business with Being a leader in providing software solution for managing content processes and cases for organizations across the globe we enabled more than 20 000 organizations to digitalize their workplaces and transform their operations Currently we are looking for the position of Manager Cloud Operations We are accepting applications from Hyderabad location This is Work from Office job opportunity only NO HYBRID OR REMOTE ALLOWED The Manager of Cloud Operations Global Cloud Services should be a professional passionate about delivering quality solutions to customers and dedicated to providing customers with a great experience This position is responsible for the success of the Cloud Operations and Support Team in installing and supporting a customer s solution within the Company Cloud environment What you will be doing Qualifications Must have a bachelor s degree 10 Years of total experience with a minimum of 4 years of managing teams Broad knowledge of Cloud Hosting technologies 4 years customer and end user support experience ITIL ITSM Certifications preferred Strong troubleshooting and problem-solving skills PMP Prince Certification preferable Practical knowledge of Incident Change Problem Case management Experience generating report via MS Excel Power Bi preferred What will make you successful Responsibilities The Cloud Operations Manager is primary responsibility is to plan organize and manage staff and overall operations to ensure stability of customer s Applications Infrastructure Oversee day-to-day operations escalations ticketing and communications with all customers Supervise a 24x7 Tier1 Network Operation Centers NOC shift operations and personnel Responsible for managing production incidents outages SLA uptime service availability root cause analysis Generate key reports and metrics for Management - System uptime Service level agreements Initiate internal OEM audits and close audit observations Coordinating supporting incident handling recovery Ensure close monitoring of Network devices Define and maintain safeguard the security integrity and confidentiality of all customer data Define and maintain the availability of the Company Cloud environment Define and maintain the process and procedures used by the Company Cloud operations teams Take an active role in Employee Performance Management Capacity Planning Feedback Take an active role within the Company Cloud Leadership Team to define and implement goals projects policies and procedures consistent with Company s standards and culture Establish and maintain appropriate training and education plans for all Company Cloud Operations Team members Ensure that Company Cloud services are rendered in a manner that is consistent with Company Software s standards and culture where appropriate coordinate with other departments to define new standards Evaluate recommend and implement standards for Company Cloud offerings Participate in Company management activities and initiatives as directed by senior management Hyland s Offering We re proud of our culture and take employee engagement seriously By listening to employees feedback we re able to provide meaningful benefits and programs to our workforce Learning Development- development budget used for certifications conferences etc tuition assistance program 4 000 self-paced online courses instructor-led webinars mentorship programs structured on-boarding experience full of trainings dedicated Learning Development department supporting our employees R D focus - cutting edge technologies constant modernization efforts dynamic and innovative environment dedicated R D Education Services department to help you grow Work-life balance culture- flexible work setting and working hours we are working in task-based system possibility to work from home we value trust and we believe efficiency does not depend on your actual location however we would like to spend time together in the office Well-being- private medical healthcare life insurance gym reimbursement constant wellbeing programs Community Engagement- Volunteer time off 12h year Diversity Inclusion- employee resource groups inclusion benefits and policies Niceties Events- snacks and beverages employee referral program birthday baby gifts and employee programs If you would like to join the company where honesty integrity and fairness lie in the bottom of values where people are truly passionate about technology and dedicated to their work - connect with us We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race color religion creed national origin or ancestry sex age physical or mental disability veteran or military status genetic information sexual orientation marital status gender identity or any other legally recognized protected basis under federal state or local laws regulations or ordinances The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants