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.

About BU:

Keepers of the connections we make, the CRM team comes with a great focus on knowing and identifying the right customers for our global clients. Our CRM platform, built on state-of-the-art technologies like Redshift and Matillion, is a powerful product. Driven by data and analytics, the team creates custom solutions for each client and is one of the fastest growing tribes at Epsilon India.

Why we are looking for you

• You have experience in Product Engineering & Software Development.
• You have a strong experience of building products/platforms of scale
• You enjoy new challenges and are solution-oriented

What you will enjoy in this role:

• As part of the Epsilon Product Engineering team, the pace of the work matches the fast-evolving demands of Fortune 500 clients across the globe
• As part of an innovative team that’s not afraid to take risks, your ideas will come to life in digital marketing products that support more than 50% automotive dealers in the US
• The open and transparent environment that values innovation and efficiency.

What you will do:

• Contribute to effective client meetings, make proactive recommendations, and drive successful outcomes in your area of expertise.
• Able to work in a dynamic, fast paced and often changing environment.
• Able to quickly develop and maintain relationships within the organization.
• Shows drive and initiative, and a sense of personal accountability.
• Demonstrates organizational and interpersonal skills.
• Able to use problem-solving skills to take open production or project issues to effective closure.
• Demonstrates time management skills.
• Able to quickly develop rapport and establish credibility that results in trust and respect from business and technical teams.
• Able to develop and maintain relationships within the organization globally with external partners and understand the unique needs of each partnership.
• Experience working with Global teams & stakeholder management
• All incidents & service requests are acted upon within SLA limits to avoid penalties
• Movement of tickets from Client platforms to Internal tools are up to date & ensure client/vendors are informed with updates within SLA
• Reduction in incident, client reported issues, and penalty volumes (improvement in quality) should there be any ongoing issues with account
• Platform is kept up to date with patching schedules, vulnerability checks, certificates, and system audits
• Good understanding of ITIL Processes & Service Delivery
• Effective coordination with stakeholders to ensure timely resolution
• Documenting ways of working-SOP, lessons learnt, managing KEDB
• All data exchanges, data processing, system response, up times, backups, and end user functionality are running per SLA
• All alerts are acted upon and followed up according to run book to avoid production incidents
• Monitor & escalate all events, and provide 24x7 support
• Proactively perform regular health status checks & provide status reporting
• Engage multiple teams Product support, DBA, Infra & STS teams to ensure open issues are tracked to closure
• Troubleshoot failures and determine best course of action

• Education Qualification - Bachelors / Masters
• Minimum Experience Required – 5 to 7 Yrs.
• Self-development by actively seeking new ways to grow and be challenged using both formal and informal development & Training channels.
• Contribute and plan for efficiency improvements through cross training, Knowledge management, process improvements
• Active participation in Org level activities and Employee engagement initiatives
• Well versed with ITIL Processes and Practices
• Hands-on experience working on ITSM ticketing tools like Service-Now, JIRA, BMC Remedy & Others
•  Perform periodic audits on quality of tickets w.r.t response & resolution
• Unix, SQL & Query writing skills
• Good understanding of schedulers & monitoring tools
• Familiarity of ETL concepts
• Exposure & working knowledge on MS Office tools

All your information will be kept confidential according to EEO guidelines.