Job Description

Company Description

When you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon's best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified(TM). Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit or our page.



The backbone of our CRM and loyalty platforms, our Digital Campaign Solutions team acts as primary advisors to our internal tech teams and global clients. The unit works closely with our powerful proprietary platform - Epsilon People Cloud Customer to lay the foundation of our digital solutions. As key players in running our day-to-day loyalty operations, the team thrives on bringing ideas to life and translating client needs into vital business solutions.

The "Production Support Engineer - 2" is responsible for executing and monitoring production processes and functions. 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.

Why we are looking for you:

• Essential skills and experience we look for:
• Good communication, interpersonal, and analytical skills
• Good Understanding of SQL and ETL
• Experience in UNIX, Windows server OS, and scripting experience
• Experience in tools like ServiceNow, ThousandEyes, Opsramp and ELK
• Detail oriented, ability to multi-task and a team player
• Basic understanding on .NET: ASP.NET/C#/
• Basic understanding /experience in Java script/jQuery/CSS/HTML
• Desirable skills and experience we look for:
• Good understanding of Operational best practices (ITIL framework)
• Quick learner in a fast paced, challenging work environment to resolve time bound issues
• Eagerness to learn technologies and domains
• Why is this skill in L1, Sr and Lead but not with 2
• Ability to articulate technical problems verbally and in written form
• Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution
• Desire to learn Cloud platform solutions (Azure/AWS/GCP)
• Desire to learn Infra-Ops processes and tools

• As part of the Epsilon's Digital Campaign Solutions team, the pace of the work matches the fast-evolving demands of Fortune 500 clients across the globe
• The open and transparent environment that values techno-functional process innovation and efficiency
• Exposure to Digital Marketing products that support Epsilon's global clientele, Data Warehousing, Cloud Technologies, and DevOps
• Highly passionate and supportive group of technical engineers to work with and grow

• Monitor, verify program execution, identification, and communication of processing variances (e.g., run time, record counts, etc.) and potential issues
• Manage Production alerts, troubleshoot failures, drive necessary action as per the runbook maintaining SLA
• Creation of incident tickets, establish and lead communication with internal Stakeholders with respect to the daily production cycles until closure as per Standard Operational Procedure
• Adhere production schedules to include ad-hoc requests, stopping/starting system processes
• Documenting Operational activities (Known Error Database, reports, troubleshooting steps, Operation manual, important email communications)

• Education and Experience:
• Bachelor's Degree in science or engineering
• 2-5 years of Production Support work experience with above essential and desirable skills
• Certification or hands on in ITIL Foundation, Cloud platform, DevOps (SCM, CI/CD, Jenkins etc.,)