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.

The “Client Support Engineer - Senior” 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 to act as the key liaison between the client and the Epsilon Operations Support team.

Responsibilities:

• 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 runbook
• Creation of incident tickets and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• 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
• Assist with restores and backup requests
• Stopping and starting system processes
• Production Trend Analysis & Root Cause Analysis of the issues
• 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

• Bachelor’s Degree in science, commerce or engineering
• 4 - 8 years of Production Support work experience

Essential Skills:

• 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:

• 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
• Flexible to work in shifts (APAC, EMEA, NA)
• Familiarity/Experience in Java/JavaScript/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