Overview

About the role:

The “Senior Client Support Engineer” is responsible for executing and monitoring production processes as well as for managing production incidents. This includes troubleshooting and escalation of incidents and anomalies in processing. The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments. The candidate is also expected to act as the key liaison between the client and the Epsilon Operations Support team.

Responsibilities

Job Requirements

• Monitor and verify program execution, identification and communication of processing variances (e.g. run time, record counts, etc.) and potential issues

• Manage Production alerts and take necessary action as per the run-book

• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure

• Maintain and adhere production schedules to include ad-hoc requests

• Troubleshoot failures and determine best course of action

• Communicate internally and externally at all levels within the client and Epsilon organizations

• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)

• SLA Adherence

• Flexible to work in shifts ( APAC, EMEA, NA)

• Assist with restores and backup requests

• Production Trend analysis & Root cause analysis of the issues

• Ability to handle operational activities across multiple accounts and Domains

• Review and perform research for any client queries regarding production audits and reporting.

• Trend analysis and Problem Management with RCA

• Work with the operations development team to implement technical solutions for production issues

• Develop and execute test plans to ensure quality resolutions

• Identify and implement process improvements

• Review the Operational documents and update frequently

• Automation and identify opportunities to enhance operational performance

Qualifications

Education and Experience:

• Bachelor Degree in Science, commerce or engineering

• 4-8 years of Production Support work experience

Essential skills and experience:

• Good communication, interpersonal, and analytical skills

• Ability to articulate technical problems verbally and in written form

• Good Understanding of SQL and scheduling

• Experience with UNIX, LINUX, Windows environments

• Strong troubleshooting techniques and approaches with web and database applications

• Hands on experience in Unix, SQL & scripting

• Familiarity with scheduling and job monitoring tools

• Professional proficiency in English

• Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks

• Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution

Desirable skills and experience:

• Good understanding of Operational best practices(ITIL framework)

• Good time management

• Eagerness to learn new technologies and domains.

• Detail oriented and ability to multi-task

• Good Team Player

• Quick learner in a fast paced and challenging work environment

• Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)

• Understanding of Relational Databases and Business Intelligence/Reporting tools

• Advanced Excel skills and proficiency in other Microsoft Office products

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:

• Act with integrity. We are transparent and have the courage to do the right thing.

• Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.

• Innovate with purpose. We shape the market with big ideas that drive big outcomes.

• Respect all voices. We embrace differences and foster a culture of connection and belonging.

• Empower with accountability. We trust each other to own and deliver on common goals.

Because You Matter

YOUniverse. A work-world with you at the heart of it!

At Epsilon, we believe people make the place. And everything we do is designed with you in mind. That’s why our work-world, aptly named ‘YOUniverse’ is focused on creating a nurturing environment that elevates your growth, wellbeing and work-life harmony. So, come be part of a people-centric workspace where care for you is at the core of all we do.

Take a trip to YOUniverse and explore our unique benefits, here (https://www.epsilon.com/apac/youniverse)

Epsilon is an Equal Opportunity Employer.

Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.