Cloud R Analyst

EPIND Epicor India; Monterrey; Presencial; MXN 688.231 - 1.032.346; Jornada completa

Descripción de la vacante

EPIND Epicor India is seeking a Cloud Reliability Analyst to join its Global Cloud Services team. The role involves investigating technical issues for customers using Epicor cloud-hosted solutions, ensuring high customer satisfaction and compliance with SLAs.

Key responsibilities include analyzing incidents, communicating with customers, and preparing technical documentation. Candidates should have 2+ years in technical support or cloud operations, with excellent communication skills and familiarity with various cloud platforms.

Formación

• 2+ years of experience in technical support, cloud operations, or systems administration.
• Strong understanding of IT infrastructure and cloud technologies.
• Excellent verbal and written communication skills; fluent in English.

Responsabilidades

• Investigate and resolve customer-reported technical issues.
• Communicate with customers throughout issue lifecycle.
• Prepare and provide detailed execution instructions.

Conocimientos

Technical Support

Cloud Operations

Troubleshooting

Customer Service

PowerShell

Microsoft Azure

AWS

GCP

Educación

Bachelor's degree or equivalent experience

Herramientas

Microsoft SQL Server

VMware

Hyper-V

Descripción del empleo

Position 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, 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.

Responsibilities

• 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.

Qualifications

• 2+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field.
• 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.
• Relevant technical certifications are desirable but not required.
• Equivalent combination of education, training, and experience will be considered.

EEO Statement

We are an equal‑opportunity employer.