Cloud R Analyst

• Investigates and resolves complex Tier 2 incidents involving cloud-hosted production applications and infrastructure.

• Triages issues across application, database, network, infrastructure, and product teams, ensuring appropriate ownership and timely resolution.

• Manages incidents, requests, and operational tasks through ServiceNow in accordance with established priorities, escalation paths, and service-level agreements.

• Administers and supports production environments hosted on Microsoft Azure, including virtual machines, storage, networking, containers, and Kubernetes services.

• Troubleshoots application availability, performance, deployment, connectivity, container, Kubernetes, and Microsoft SQL-related issues.

• Supports and troubleshoots automated application deployments, CI/CD pipelines, product upgrades, customer go-lives, and other planned cloud activities.

• Escalates unresolved issues to Tier 3, Development, or other specialist teams and maintains ownership and follow-up through resolution.

• Serves as a technical subject-matter resource to Tier 1 Cloud Operations and other internal teams.

• Creates and maintains operational documentation, troubleshooting guides, and support procedures, and identifies opportunities for automation and continuous improvement.

• Supports occasional scheduled weekend activities, including deployments, upgrades, maintenance, and customer go-lives. This role does not require a regular on-call rotation.

• Strong knowledge of Microsoft Azure administration, cloud architecture, virtual machines, storage, networking, and production infrastructure.

• Working knowledge of containers and Kubernetes, including the ability to troubleshoot pods, nodes, clusters, deployments, services, and related connectivity issues; experience with Azure Kubernetes Service is preferred.

• Advanced knowledge of Microsoft SQL Server and the ability to use SQL queries to investigate application, data, integration, and production issues.

• Strong analytical and troubleshooting skills, with the ability to diagnose moderately complex issues across application, cloud, database, network, and deployment layers.

• Working knowledge of CI/CD pipelines and deployment automation tools; experience with Azure DevOps, GitHub Actions, PowerShell, Terraform, or similar technologies is preferred.

• Understanding of cloud-networking concepts, including virtual networks, subnets, DNS, ports, firewalls, load balancers, certificates, and application connectivity.

• Ability to manage multiple priorities, make sound decisions during production incidents, and work independently within established processes and escalation paths.

• Strong communication, documentation, and collaboration skills, with the ability to work effectively across Tier 1, Tier 3, Development, Infrastructure, and other cross-functional teams.

• 3+ years of applicable experience in cloud operations, production support, application support, infrastructure operations, site reliability, DevOps support, or a related technical field.

• Hands-on experience administering or supporting Microsoft Azure production environments.

• Hands-on experience supporting containers and Kubernetes in a production or enterprise environment.

• Experience using Microsoft SQL Server for application or production troubleshooting.

• Experience managing escalated incidents, including P1, system-down, or other business-critical production issues.

• Experience supporting CI/CD pipelines, application deployments, upgrades, or release activities is preferred.

• Experience with ServiceNow or a comparable IT service-management platform is preferred.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.

• Relevant certifications such as Microsoft Azure Administrator Associate, Azure DevOps Engineer Expert, Certified Kubernetes Administrator, or equivalent are preferred but not required.

• Ability to support occasional scheduled weekend activities based on operational and customer requirements

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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.

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