Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit epsilon.com. Follow us on Twitter at @EpsilonMktg.

To lead and provide high quality product support experience to Epsilon’s customers and internal business functions. Manage Epsilon Bangalore’s Product Support BU, minimize the adverse impact of incidents and problems on business and prevent reoccurrence of incidents. The Product Support Engineering Manager is a hands-on position who is expected to drive and own product support end to end with full accountability.

Responsibilities:  

• Manages the Product Support team. This includes hiring, development, training and evaluation of direct reports. Manages the day-to-day work assignments and scheduling of product support teams
• Work hands on on all issues and lead the team from the front
• Manage relationships and work closely with internal teams including Product Development, Engineering team, Business users and other teams for resolution of escalated customer issues and problems
• Captures and utilizes information/trends useful for training material for product support team
• Identifies and implements tools and procedures that enhance productivity and the ability to deliver world call customer service
• Lead efforts to redesign product support process to ensure it can meet the evolving needs of business and 24 x 7 coverage requirements
• Communicates regularly with senior leadership, providing reports and updates on all projects and open critical, client and product issues
• Identifies the system improvement opportunities based on tracking product support requests or repetitive issues and makes recommendations to development and engineering on potential solutions
• Facilitates team meetings to communicate objectives, status on targets and gather information regarding any roadblocks the support team may be facing
• Responsible for building and maintaining up-to-date product documentation/knowledge base
• Assessing the impact of potential feature releases and maintain a prioritized product backlog and roadmap, via operational reporting and data analysis

• Bachelor's Degree in computer or engineering related field (or related field)
• Must have 10+ years of total IT experience (prior minimum 2 yrs of team & project management experience)
• Experience in transitioning product support activities
• Hands on experience in SQL, PL/SQL and job schedulers
• Hands on experience with Linux and Windows Server, certification preferred
• Hands on experience with Automation and Scripting using – Perl/Shell
• Very good understanding on ITIL process guidelines for incident, change and problem management. Certification is an advantage
• Proven track record of technical background in L2/L3 Application/Product support and have a strong understanding of pre-prod, go-live and transition phases prior to taking up manager role
• A strong desire to teach and mentor junior and mid-level associates 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
• Working knowledge of AWS and cloud computing technologies

PS: The manager will be expected to undergo hands on training as a team member to get an understanding of the team operations. As part of this hands on training, the manager will work on all issues and tickets, initially for few months and there on, for time to time, on a regular basis.