Senior Product Support Analyst

2 months ago

Pune, Maharashtra, India timesjobs Full time
Senior Product Support Analyst
Full-time

Company Description
When youre one of us, you get to run with the best.

For decades, weve been helping marketers from the worlds top brands personalize experiences for millions of people with our cutting-edge technology, solutions, and services.

Epsilons 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 or our LinkedIn page.

Senior Product Support Analyst is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilons core product.

A working knowledge of AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB, and Shell/Perl scripting, combined with a general understanding of networking concepts, ITIL framework, with stakeholder communication and management experience.

Creates solutions by developing, implementing, and maintaining Java/J2EE Cloud (AWS) based components and interfaces.

Duties and Responsibilities:


Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline.

Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with a solution to unblock the customer.

Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved.
Proactive towards taking up the initiatives and implement them with utmost quality.

Identify the pain areas in resolving the customer's areas and come up with a plan to automate the resolution process thus reducing the turnaround time.

Automation of deployment, customization, upgrades, and monitoring through DevOps tools meant for Cloud management.
Work with cross-functional teams during a crisis to address and resolve complex incidents.

Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues.

Ability to associate priorities, risks with issues logged and actively escalate where required.
Ability to drive issues to closure through interaction with a wide variety of stakeholders.
Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution.
Documenting troubleshooting and problem resolution steps, by determining the best course of action.
Ability to learn and adapt to new technologies based on organization needs.
Ensure all tickets meet the targets for resolution, escalation, documentation & completion.

Collaborate with developers, product manager, business analysts, and business users in conceptualizing, estimating, and developing new software applications and enhancements.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

Bachelors degree in Computer Science or a related technical discipline with 6 years experience and hands-on development.
Solid Experience in the following technologies: -Core Java and Enterprise Java Technologies

Cloud:
Full understanding of AWS Cloud Infrastructure.

Big Data Ecosystems:
Kafka, HBASE, Hadoop, Spark
Experience (hands-on) in writing SQL queries
Conceptual/working knowledge of API, Webhooks
Spring IO, Spring MVC, Spring Hibernate, Spring Boot, web architectural and design patterns
Hive/Flume/FluentD/Logstash/Elastic search, Spark Streaming/Batch Analytics processing

Continuous Integration:
Jenkins, AWS CodeDeploy, GoCD, Nexus etc...

Good understanding of Agile Methodologies SCRUM and Strong communication skills (verbal and written).
Ability to work within tight deadlines and effectively prioritize and execute tasks in a high-pressure environment.

Solid understanding of software security practices, including user authentication and authorization, data validation, and an understanding of common DOS and SQL injection techniques.


Preferred Qualifications:
Technical

AWS Solution Architect, Java Certifications, or others.
Expertise in ETL/ELT tooling such as Snaplogic, databricks, Integration Services, Informatica, Data Pipeline, Glue, Camunda BPMN, or similar frameworks.

Non-Technical

Excellent Analytical and problem-solving skills
Ability to diagnose and troubleshoot problems quickly
Strong time management skills
Ability to take full ownership of tasks

Behavioral Attributes:
Team player with excellent interpersonal skills
Strong verbal and written communication
Possess Can-Do attitude to overcome challenges
Self-motivated and directed

Additional Information

Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage, and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities, and any other underrepresented groups, traits, or characteristics.

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