Overview

Senior Cloud Specialist (Incident Management & Change Management)
Location: India Work Model: Remote
About the Role
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.
Your Role Responsibilities? Here's What You'll Do.
- 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.

Role Essentials
- Bachelor's degree
- Demonstrated experience in change management process ownership, including developing and enforcing policies, standards, and procedures.
- Solid leadership, decision-making, and problem-solving skills with the ability to manage multiple priorit

📌 Senior Cloud Specialist (Kolkata)
🏢 Hyland
📍 Kolkata