Job Description

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 Senior is responsible for executing and monitoring production functions and processes. 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 act as the key liaison between the client and the Epsilon Operations Support team.
Why we are looking for you:
Essential skills and experience we look for:
Good communication, interpersonal, and analytical skills
Good Understanding of Advanced 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
Experience with understanding .NET: ASP.NET/C#/ code
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
Familiarity/Experience with Hosting technology(s) (IIS, Apache, or similar variants)
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
Advanced Excel skills (pivot tables) and proficiency in Microsoft Office products
Familiarity/Experience in anyone cloud platform (Azure/AWS/GCP)
Familiarity/Experience in Infra-Ops processes and tools
Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks
What you will enjoy in this role:
As part of the Epsilons 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 Epsilons global clientele, Data Warehousing, Cloud Technologies, and DevOps
Highly passionate and supportive group of technical engineers to work with and grow
What you will do:
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, take necessary action as per the runbook maintaining SLA
Creation of incident tickets, establish 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)
Identify and implement process improvements
Automation and identify opportunities to enhance operational performance
Review and perform research for any client queries regarding production audits and reporting.
Trend analysis and Problem Management with RCA

Qualifications
Education and Experience:
Bachelors Degree in science or engineering
4-8 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.,)
Education: Any Graduate
Industry: Advertising/PR/Event Management

Skills Required