Description

As a Cloud Reliability Analyst, you will be part of Epicor’s Global Cloud Services team, delivering world-class support to customers utilizing Epicor cloud-hosted solutions. You will investigate, troubleshoot, and resolve technical issues while ensuring compliance with service level agreements (SLAs), maintaining high customer satisfaction, and supporting the ongoing operation of critical cloud infrastructure and services.

This is a full-time, permanent hybrid position, with three days in the office and two days working from home. The role also includes some weekend shifts.

What you will be doing:

investigating and resolving technical issues within agreed SLAs

Communicating clearly with customers and providing regular updates

Testing and implementing approved fixes, scripts, and solutions

Collaborating with internal teams and technical experts on complex issues

Maintaining accurate tickets, reports, audit trails, and technical documentation

Providing customer guidance, instructions, and training when required

Supporting cloud infrastructure, databases, backups, applications, user access, availability, capacity, and disaster recovery

​What you will likely bring:

Strong technical aptitude and understanding of IT infrastructure, cloud technologies, and enterprise applications

Experience with cloud platforms such as Azure, AWS, or GCP

Knowledge of Windows Server, Active Directory, Microsoft SQL Server, and database administration

Familiarity with virtualization, Kubernetes, containers, PowerShell, and automation tools

Strong analytical, troubleshooting, problem-solving, and organizational skills

Excellent written and verbal communication skills, with fluent English

Customer-focused, adaptable, detail-oriented, collaborative, and committed to continuous learning

Qualifications

Minimum 3+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field preferred

Experience supporting enterprise applications, cloud-hosted environments, or managed services environments is a plus

Minimum Microsoft Azure Administrator (AZ-104). Good to have: Azure DevOps Engineer (AZ-400), Kubernetes and Cloud Native Associate (KCNA)

Equivalent combination of education, training, and experience will be considered

Key Skills

Education

Any Graduate