Lead Cloud Specialist (Incident and Change Management)

Incident Management Commander

Hyland is seeking an experienced Incident Management Commander who will also serve as the Change Management Process Owner. This dual-responsibility role involves leading incident response operations while overseeing and maintaining the organization's change management processes. The ideal candidate combines strong leadership, strategic thinking, and process governance skills to ensure operational excellence and continuous improvement.

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

• Take overall command and lead critical incident response operations; assess incidents, define priorities, and implement incident action plans while ensuring timely and accurate notifications are sent until P1 incidents are resolved.
• Maintain internal record keeping for the progress of incidents throughout the lifecycle, control escalations, and engage appropriate individuals and teams as required to speed up resolution.
• Provide necessary guidance and support to resolver groups, manage escalations during P1 incident resolution, and ensure proper handover when incident duration spans multiple shifts.
• Provide inputs to Problem Management for Root Cause Analysis (RCA) and keep relevant internal and external stakeholders updated throughout the incident lifecycle.
• Act as the 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 and authorize change requests; track change metrics, generate reports, and continuously improve the change management process.

Role Essentials

• Bachelor's degree or equivalent experience, with a minimum of 8 years of proven experience in incident management, emergency response, or related fields.
• Demonstrated experience in change management process ownership, with strong leadership, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills, with demonstrated ability to influence, motivate, and mobilize team members and business partners.
• Practical experience using Service Management tools and methodologies, with good business and technology acumen.
• Ability to manage multiple priorities and work under pressure, with demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness.

What We'd Like to See (Preferred Skills)

• Experience in escalation and risk management within complex, fast-paced environments.
• Sharp, fast learner with technology curiosity and aptitude, able to thrive in a fast-paced, deadline-driven environment.
• Good ability to develop and use engaging, informative, and compelling presentation methodologies.
• Experience providing guidance, training, and support to teams on change management practices.
• Experience tracking change metrics, generating reports, and continuously improving change management processes.

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.