Lead Client Support Engineer

3 weeks ago

Bengaluru, India Epsilon Full time
Job Description

Powered by the industry’s most advanced loyalty platform, our Loyalty team makes lifetime connections for brands the world over. Focused on platform delivery, the team is equipped with best-in-class technology, unmatched data expertise and identity resolution capabilities. Our connected suite of products and extensive APIs enable us to support any loyalty strategy - from straightforward to the most complex. Our team of passionate loyalty practitioners and leaders love innovating and bringing unique ideas to life.

Why we are looking for you:

  • You have experience in Product Engineering & Software Development.
  • You excel at leading a large team to success.
  • You have a strong experience of building products/platforms of scale.

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:

The “Lead, Client Support Engineering “ 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. 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 to act as the key liaison between the client and the Epsilon Operations Support team.


Qualifications

  • 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 run-book
  • Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
  • Maintain and adhere production schedules to include ad-hoc requests
  • Stopping and starting system processes
  • 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
  • Flexible to work in shifts ( APAC, EMEA, NA)
  • 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
  • Provide operational metrics on timely manner
  • Improve quality of services across accounts
  • Participation in performance evaluation and people management
  • Transition management activities from Vendor/ onshore team
  • Resource management and team mentoring


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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