Cloud Reliability Analyst

Cloud Reliability Analyst

Epicor Cloud Engineer is responsible for take care of day-to-day advanced product support. They handle escalated incidents from the support team, they take ownership when necessary, of support cases using standard support procedures and case documentation. The analyst will complete advanced system troubleshooting, customer onboarding, loading reports, database fixes and monitoring windows event logs.
What you will be doing:

• Function as the primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring that we meet and exceed internal and external customer satisfaction.
• Collaborate with cross-functional teams on complex issues involving system integration and custom configurations.
• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, to meet objectives for customer request fulfillment and issue resolution.
• Contribute to an environment that encourages information sharing, team-based resolution activities, cross-training, and an unwavering focus on what is best for the customer.
• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.
• Provide weekend support with the same level of coverage

What you will likely bring:

• Minimum Degree in Computer Science, Information Technology, or any IT related field.
• Minimum 3 year working experience as Microsoft Windows System Administrator.
• Minimum 1 year working experience with Microsoft Azure services. Experience in Azure Kubernetes services is a plus.
• Troubleshooting skills; the ability to think critically and demonstrate an aptitude for problem-solving.
• Knowledge in Networking concept and configuration.
• Microsoft Azure Fundamentals (AZ-900) certification. 

Working Time: In this position you will typically work between the hours of 9am to 5pm Monday to Friday, along with weekends support on a rotation basis per month.
Hybrid set up: 2 days home office per week.