Epicor

Senior Cloud Application Support Engineer We are seeking a technically strong, customer-facing Cloud Reliability Analystwho 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. Join our dynamic team in Bracknell or Peterborough ! This is a full-time, permanent hybrid position, offering the perfect balance of three days in the office and two days working from home. Embrace the flexibility and be part of an innovative environment where your contributions truly matter. 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. 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. 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.