Positioned at Publicis Groupe's core, Epsilon is a leader in interaction management, empowering brands to transform ordinary customer experiences into meaningful, human experiences. Through a connected suite of products and services, Epsilon combines leading-edge identity management, industrial strength data and technology expertise with big brand acumen gained over five decades working with the industry’s top brands. Our human-powered, data-led marketing delivers unmatched depth, breadth and scale to help brands turn meaningful human interactions into exceptional business outcomes. For more information, visit us at https://india.epsilon.com/

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The offshore Senior Production Support Manager Role is a hands-on position who is expected to drive and own application operations projects end to end with full accountability of successful delivery.

• Responsible for Production operation and maintenance activities for the assigned projects.
• Mentor and groom other managers and team leads
• Lead operation and development teams and provide technical direction and own Deliverables and SLAs
• Flexible to work across shifts on a need basis.
• Implement industry standard Production support Best practices across team
• Responsible for Transition of operation activities to the offshore team and bring it to steady state operation
• Responsible for improving productivity and SLA by process Improvement, Knowledge management and Automation
• Participate in trouble shooting and resolving complex issues and system failures
• Handle multiple client teams and manage Incidents 24X7 and ensure minimal disruption to the service.
• Coordinate with on shore production analyst team to provide timely solution

• Bachelor’s degree or equivalent experience required
• Experience in managing both development and support Projects.
• Must have 12 to 18 years of total IT experience.
• Very good understanding on SDLC and ITIL process guidelines for incident, change and problem management.
• Should have in-depth technical background in L2/L3 Application support.
• Experience in transitioning Production operation activities
• Hands on Experience in SQL, PL/SQL, job schedulers and AWS
• Experience in with Linux, UNIX and Windows Operating System
• Experience in driving service Improvements via automation and Scripting using – Perl/Python/UNIX Shell.
• A strong desire to teach and mentor junior and mid-level production analysts and direct growth and goals of individual team members is essential.
• A strong communication skill as well as a dedicated work ethic is a must.
• The ability to display strong problem solving skills and perform under pressure is required.

Preferred:

• Prior experience in working in a staff-Aug production support project
• Prior experience in Process Improvement and Automation initiative in Support and maintenance projects.