Job Description

About the BU
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 PeopleCloud 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
Why we are looking for you
The Production Support Engineer 3 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 act as the key liaison between the client and the Epsilon Operations Support team.
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
Stopping and starting system processes
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
Stopping and starting system processes
Production Trend analysis & Root cause analysis of the issues
What you will enjoy in this role
Ability to handle operational activities across multiple accounts and Domains
Ensure compliance and production standards by attending final code review meetings to determine
Production readiness (e.g. validate coding standards against the production readiness checklist, etc.)
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
Essential skills and experience:
Bachelor Degree in Science, commerce or engineering
4-8 years of Production Support work experience
Good communication, interpersonal, and analytical skills
Ability to articulate technical problems verbally and in written form
Good Understanding of SQL and scheduling
Familiarity/Experience with UNIX, LINUX, Windows environments
Strong troubleshooting techniques and approaches with web and database applications
Hands on experience in Unix/PERL 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
Knowledge of MS Office
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 in Java/Java script/JQuery/CSS/HTML
Familiarity/Experience with .NET: ASP.NET/c#/
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
Education: Any Graduate
Industry: Advertising/PR/Event Management

Skills Required