Cloud IT Analyst, Senior

We are seeking a technically strong, customer-facing Cloud Reliability Analyst who can work directly with end users while also diagnosing and resolving complex infrastructure and application issues. This role requires deep troubleshooting skills across Windows-based Azure environments, as well as the ability to translate technical findings into clear, actionable communication for non-technical stakeholders. The ideal candidate combines hands-on cloud and systems expertise with strong ownership, sound judgment, and a proactive mindset. This position is based in our Bracknell or Peterborough office, with hybrid support for both local and remote team members. Duties & Responsibilities Deploy, maintain, and support Windows-based environments in Microsoft Azure. Support and troubleshoot technologies including: Remote Desktop Services (RDS) FSLogix IIS Active Directory SQL Server Serve as a primary technical point of contact for end users, providing professional communication and timely resolution of issues. Perform deep troubleshooting across multi-tier application environments (application, database, OS, networking). Analyze application logs, Windows event logs, and SQL logs to determine root cause. Monitor live production environments and proactively respond to performance degradation, monitoring alerts, and service disruptions. Participate in incident response and contribute to reducing Mean Time to Resolution (MTTR). Collaborate with development, operations, and infrastructure teams to implement scalable, reliable solutions. Design and implement automation to eliminate repetitive manual tasks and improve deployment consistency. Identify opportunities to optimize system performance, stability, and reliability. Act as a subject matter expert (SME) for internal stakeholders outside the IT organization. Lead or participate in technical reviews, development meetings, and strategic planning sessions. Document troubleshooting procedures, root cause findings, and operational improvements. Knowledge, Skills & Abilities Strong experience with Microsoft Azure (AWS or similar cloud platforms a plus). Solid understanding of Windows Server environments and enterprise infrastructure. Strong knowledge of networking fundamentals, including DNS, routing, firewalls, and load balancing. Experience supporting Active Directory and identity-integrated applications. Proven ability to troubleshoot complex, multi-tier production environments. Intermediate SQL knowledge (querying, performance analysis, indexing basics preferred). Experience with Azure monitoring tools such as Log Analytics, Application Insights, or similar. Familiarity with scripting and automation (PowerShell, Azure CLI, ARM/Bicep, Terraform, or similar). Experience with performance tuning, capacity planning, and resource optimization. Experience working in SLA-driven or incident-managed environments. Ability to work directly with end users of varying technical proficiency and translate technical issues into understandable terms. Strong collaboration and influencing skills across cross-functional teams. Ability to prioritize and manage multiple high-impact issues in parallel. Experience leveraging AI-assisted troubleshooting tools to accelerate issue diagnosis and resolution. Qualifications 5+ years of relevant IT experience with demonstrated success in application support, infrastructure, or cloud operations roles. 2+ years supporting cloud-hosted production environments. Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience. 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.   Recruiter: Afsha Sikka