Cloud R Analyst

Mexico·Monterreymid

OtherAnalyst

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Quick Summary

Overview

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,

Technical Tools

OtherAnalyst

Responsibilities

~2 min read

→Investigate, analyze, and resolve customer-reported technical issues, incidents, and service requests within established SLAs
→Communicate regularly with customers throughout the lifecycle of an issue, ensuring timely updates and clear expectations
→Recommend and implement solutions in accordance with standard operating procedures and customer-specific system designs
→Test approved solutions, scripts, and fixes while coordinating activities with internal teams and stakeholders
→Create and maintain technical documentation related to services, processes, and customer environments
→Coordinate with customers to implement solutions and activities that require execution at customer sites or within customer-managed environments
→Prepare and provide detailed execution instructions for customers and end users when required
→Escalate issues related to non-supported software or technologies to the appropriate teams
→Deliver end-user training and guidance as needed
→Produce reports and supporting documentation in accordance with established guidelines
→Maintain detailed audit trails and documentation of troubleshooting steps, testing activities, and issue resolution within ticketing systems
→Collaborate with internal and external subject matter experts to resolve complex technical issues
→Support a variety of managed cloud services, including hosting, system management, server and database backups, database administration, application maintenance, user provisioning, printer management, capacity management, availability management, and disaster recovery

→Strong technical aptitude and understanding of modern IT infrastructure, cloud technologies, and enterprise applications
→Experience working with Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), or similar cloud platforms is highly desirable
→Knowledge of Microsoft Windows Server and Active Directory administration
→Familiarity with Microsoft SQL Server and database administration concepts
→Experience with virtualization technologies such as VMware and Hyper-V
→Exposure to Kubernetes, containerized environments, and automation technologies is a plus
→Experience creating or maintaining PowerShell scripts and other automation tools is preferred
→Excellent verbal and written communication skills
→Fluent English, both spoken and written
→Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate complex technical issues
→Ability to learn quickly and adapt to changing technologies and customer environments
→Strong organizational skills with the ability to manage multiple priorities simultaneously
→Proactive mindset with a strong focus on customer service and issue resolution
→Reliable, detail-oriented, and able to work effectively in a collaborative team environment
→Enthusiasm for continuous learning and professional development
→Previous consulting, technical support, managed services, cloud operations, or systems administration experience preferred

Requirements

~1 min read

2+ 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
Relevant technical certifications are desirable but not required
Equivalent combination of education, training, and experience will be considered

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Antonio Ibarra Bustillos