Lead Production Support Engineer

  • Full-time

Company Description

When you’re one of us, you get to run with the best. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon’s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified™. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com/apac or our LinkedIn page.

    Job Description

    The backbone of our CRM and loyalty platforms, our Digital Campaign Solutions team acts as primary advisors to our internal tech teams and global clients. The unit works closely with our powerful proprietary platform – Epsilon People Cloud Customer to lay the foundation of our digital solutions. As key players in running our day-to-day loyalty operations, the team thrives on bringing ideas to life and translating client needs into vital business solutions. 

    The “Production Support Engineer – Lead” is responsible for executing and monitoring production functions and processes.  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. Candidates should have a grasp of database architecture, solution architecture, web hosting technologies, and system integration using real-time using web-services.   The candidate is also expected act as the key liaison between the client and the Epsilon Operations Support team.

    Why we are looking for you:

    • Essential skills and experience we look for:
    • Good communication, interpersonal, and analytical skills
    • Good Understanding of advanced SQL and ETL
    • Experience in UNIX, Windows server OS, and scripting experience
    • Experience or in-depth knowledge in tools like ServiceNow, ThousandEyes, Opsramp and ELK
    • Detail oriented, ability to multi-task and a team player
    • basic experience with .NET: ASP.NET/C#/ code
    • In-depth experience in Java script/jQuery/CSS/HTML
    • Desirable skills and experience we look for:
    • Good understanding of Operational best practices (ITIL framework)
    • Quick learner in a fast paced, challenging work environment to resolve time bound issues
    • Eagerness to learn technologies and domains
    • Familiarity/Experience with Hosting technology(s) (IIS, Apache or similar variants)
    • Ability to articulate technical problems verbally and in written form
    • Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution
    • Advanced Excel skills and proficiency in Microsoft Office products
    • Familiarity/Experience in anyone cloud platform (Azure/AWS/GCP)
    • Familiarity/Experience in Infra-Ops processes and tools
    • Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks
    • Understanding of Relational Databases and Business Intelligence/Reporting tools
    • Understanding of hardware, VMs, Load Balancers and Network practical concepts

     What you will enjoy in this role:

    • As part of the Epsilon’s Digital Campaign Solutions team, the pace of the work matches the fast-evolving demands of Fortune 500 clients across the globe
    • The open and transparent environment that values techno-functional process innovation and efficiency
    • Exposure to Digital Marketing products that support Epsilon’s global clientele, Data Warehousing, Cloud Technologies, and DevOps
    • Highly passionate and supportive group of technical engineers to work with and grow

    What you will do:

    • Manage escalations to perform triage, root cause analysis, debugging and solving issues across custom and product-based solutions
    • Lead and participate in customer facing calls helping to communicate progress updates, action plans and resolution details
    • Collaborate with operations development team to implement technical solutions for production issues and client service team to provide high-quality best-in-class client services
    • Identify and implement process improvements and quality of services across accounts
    • Technology driven and Automation oriented mind-set to increase operational efficiency
    • Technical troubleshooting/debugging and programming experience
    • Develop team’s technical skills through active participation in relevant events, training, mentoring, and coaching.
    • Participation in performance evaluation process of associates along with managers
    • Key in providing a consistent quality experience, bringing new and improved support methodologies
    • Trend analysis and Problem Management with RCA

    Qualifications

    • Education and Experience:
    • Bachelor’s Degree in science or engineering
    • 7-10 years of Production Support work experience with above essential and desirable skills
    • Certification or hands on in ITIL Foundation, Cloud platform, DevOps (SCM, CI/CD, Jenkins etc.,)
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