Cloud R Analyst

As a Cloud Reliability Analyst

As a Cloud Reliability Analyst, you will be part of Epicor’s Global Cloud Services team, delivering world‑class support to customers utilising 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, analyse, 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 in...