Overview

Associate Cloud Specialist (Incident Management Analyst)

Location: Hyderabad Work Model: Hybrid – 3 days per week in office

About the Role

The Associate Cloud Specilist (Incident Management Analyst) supports the administration and day-to-day operation of Hyland's incident response and on-call tooling. Focused on configuration support, incident readiness, integrations, and operational hygiene, this role works under the guidance of senior management and solution owners. If you're detail-oriented, calm under pressure, and comfortable collaborating across engineering, IT, and operations teams — this is the right fit for you.

Your Role Responsibilities? Here's What You'll Do.

Incident & On-Call Tool Support

• Support the administration of Hyland's incident response tools such as PagerDuty, incident.io, and/or FireHydrant
• Handle support cases to assist support teams with the configuration, usage, and/or issue resolution of the Incident response tool
• Ability to work with vendor if needed to resolve issues with configuration and usage
• Maintain, configure, and update:
  • Tool configuration and operation
  • Incident Response tool integrations
  • Incident, notification, and on-call process standards
  • Usage reporting and analytics
  • Testing – keeping testing scenarios and validating for troubleshooting, configuration changes, and upgrades
  • Upgrades – help to lead upgrade efforts and testing, maintaining documentation and backup current configuration/setup
  • Documentation – keep end user and admin documentation current
• Assist with access requests, permissions, and user onboarding/offboarding
  • License management
• Support alert routing updates, escalation adjustments, and noise reduction efforts

Technology Tools

Role Essentials

• 1–3+ years of experience supporting incident management or IT Support Operations.
• Familiarity with on-call and incident response concepts and best practices.
• Experience working with SaaS platforms in a support or admin capacity.
• Comfortable supporting systems integrated with cloud platforms (Azure and/or AWS).
• Strong communication skills with the ability to work calmly and effectively under pressure across cross-functional teams.

What We'd Like to See

• Hands-on exposure to PagerDuty, DynaTrace, incident.io, FireHydrant, xMatters, or similar incident response and monitoring tools.
• Experience supporting alert integrations from monitoring platforms.
• Understanding of basic ITSM, ITIL, or SRE practices.
• Detail-oriented with a structured approach to documentation, configuration management, and operational hygiene.
• Ability to collaborate effectively across engineering, IT, and operations teams in a fast-paced, cross-functional environment.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.