Cloud Reliability Analyst - Hybrid Ops & Automation

epicorsoftware; Monterrey; On-site; MXN 540,000 - 900,000; Full time

Benefits offered by this job

Health benefits

Career development

Global mobility

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Cloud platforms

Azure

AWS

GCP

Windows Server

Active Directory

SQL Server

PowerShell

Automation

Troubleshooting

Communication

Education

Bachelor's degree

Tools

VMware

Hyper-V

Kubernetes

Job description

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.