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.

This role is responsible for performing all operational processes and procedures, ensuring that all services and infrastructure is functioning at prescribed levels and meeting their operational targets.  Responsible for monitoring production/UAT environments alerts, first level support of issues/alerts, communications with engineer’s/shift manager, managing conference bridge, validating new MOPs (Method of Procedure), suggesting new MOPs.

Duties and Responsibilities:

• Investigates, diagnoses, and takes prescribed actions on all operational events, alarms, and incidents.
• Maintains operational logs and journals on all events, reported issues, warnings, alerts and alarms, recording and classifying all messages.
• Maintains operational documentation, processes, management and diagnostic tools, ensuring that services are maintained at the agreed levels.
• Manage all incidents to include initial troubleshooting, conference bridge and timeline.
• Ensure that maintenance tasks are completed as per procedural documentation for scheduled BAU tasks and client specific infrastructure.

• Some College/Associates Degree in Information Technology or equivalent experience
• 2-3 years related experience
• Ability to react quickly to issues and address them quickly by following method of procedures specific operations
• Required to participate in extensive training programs designed to enhance work experience, functionality and production within the Operations Command Center
• Command Center/NOC experience
•  Application/Infrastructure Monitoring
• Excellent Verbal /Written communication
• Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Reporting (data collection and creation of Reports)
• IT Infrastructure knowledge
• ITIL Certification (good to have not Mandatory)
• Experience in Service Management 1 to 2 years
• Total IT experience 2 to 3 years Max

Working time: 24x7 Shift