Cloud Specialist 2

• Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge.
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge.
• Troubleshoot and resolve cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution
• Take ownership of the critical incident and lead the response team from start to resolution.
• Ensure incident is classified correctly as a critical incident and initiate the formal high priority incident process.
• Act as a primary point of contact for all stakeholders throughout the incident lifecycle.
• Coordinate the activities of all teams involved in the resolution of the critical incident.
• Ensure that the appropriate resources are available to resolve the incident.
• Facilitate cross functional communication between the teams to ensure all are aligned on actions and priorities.
• Regularly update internal and external stakeholders on the status of the incident.
• Prepare and deliver clear, accurate, and timely status reports, including details on impact, resolution progress, and estimated resolution time if known.
• Escalate issues to higher levels of management or additional resources if the incident cannot be resolved quickly.
• Maintain a timeline of the critical incident, ensuring all activities are completed in timely manner.
• Track and monitor the progress of all recovery activities and adjust priorities, as necessary.
• Work with the Problem Management team to provide insights and documentation that will help to prevent future incidents.
• Ensure that the incident is formally closed once all recovery actions have been completed and stakeholder are informed.
• Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

• Associate's degree or equivalent experience
• Basic experience with process improvement
• Basic experience with solving issues
• Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Good collaboration skills applied successfully within team
• Good critical thinking analytical and problem-solving skills
• Good interpersonal skills: able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Good organizational multi-tasking and time management skills
• Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Good ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self-motivated with the ability to manage projects to completion with oversight
• Good ability to handle sensitive information with discretion and tact
• Good attention to detail
• Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware
• Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies
• Up to 10% travel time required

Hyland Software