Cloud R Analyst

epicorsoftware; Monterrey; In loco; MXN 540.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Career development

Global mobility

Descrizione del lavoro

Epicor seeks a Cloud Reliability Analyst to join Global Cloud Services in Monterrey. You will investigate, troubleshoot, and resolve issues across cloud-hosted solutions, ensuring SLAs and high customer satisfaction while maintaining critical infrastructure.

You will work with Azure, AWS, or GCP, manage Windows Server and SQL Server, and contribute to automation, documentation, and training to support enterprise environments.

Competenze

• 2+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field.
• 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.

Mansioni

• Investigate, analyze, and resolve customer-reported technical issues within SLAs.
• Communicate with customers throughout the lifecycle of an issue with clear expectations.
• Develop and implement solutions per SOPs and customer designs.
• Test approved solutions, scripts, and fixes; coordinate with internal teams.
• Create and maintain technical documentation related to services and environments.
• Coordinate with customers to implement solutions in customer-managed environments.
• Provide detailed execution instructions for customers and end users when needed.
• Escalate issues to appropriate teams for non-supported technologies.
• Deliver end-user training and guidance as needed.
• Produce reports and supporting documentation per guidelines.
• Maintain audit trails of troubleshooting steps in ticketing systems.
• Collaborate with SMEs to resolve complex technical issues.
• Support managed cloud services including backups, maintenance, availability, and DR.

Conoscenze

Cloud platforms

Azure

AWS

GCP

Windows Server

Active Directory

SQL Server

PowerShell

Automation

Troubleshooting

Communication

Formazione

Bachelor's degree

Strumenti

VMware

Hyper-V

Kubernetes

Descrizione del lavoro

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.

What You Will Be Doing

• 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

What You Will Need to Succeed

• 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 manage 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

Qualifications

• 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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About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal‑opportunity employer.