Production Support Engineer Job in Bangalore at Epsilon

Epsilon is hiring for the role of Production Support Engineer!

Responsibilities of the Candidate:

• Accountable for day-to-day solution operations; work with operational teams to provide error-free solutions, contribute to continuous improvement across people, processes, and technology to reduce manual work, increase delivery predictability, improve quality and increase client satisfaction.
• Aid in introducing improvements and enhancements in operations and infrastructure including process automation and PCM campaign delivery to maximize quality of deliverables and team productivity, including the implementation and coordination of on-going monitoring and alerting across the client solution
• Enforce best practices, standards, and methodology on assigned account(s) to improve quality, repeatability, and on-time delivery of client marketing activities
• Identify opportunities for organizational efficiencies and open communication throughout the appropriate teams
• Collaborate with delivery teams to ensure quality, completeness, and timeliness of operational solution delivery
• Work with cross-functional teams to conduct root cause analysis and resolve production issues to internal and external client satisfaction.
• Contribute to solution documentation, including core system documentation and operational escalation processes, ensuring accuracy and completeness
• Support the triage and resolution of issues
• Escalate critical client issues to leadership to ensure timely resolution
• Stay abreast of latest marketing technology trends and all of Epsilon’s product offerings
• Be proactive and one step ahead by anticipating client’s operational needs; seamlessly inform, align, and lead internal stakeholders to meet client demands
• Implement continual account-based operational excellence initiatives
• Manage Production alerts, troubleshoot failures, drive necessary action as per the runbook while maintaining SLA
• Creation of incident tickets, establish and lead communication with internal and external stakeholders with respect to the daily production cycles until closure as per Standard Operational Procedure.

Requirements:

• Recent graduate with Marketing or Technology-related degree, or up to 1 year of experience in service delivery maintaining real-time, high-volume transactional systems.
• Ability to multi-task and work well under pressure
• Strong team player with service-oriented attitude toward external and internal audiences
• Ability to work within a highly matrixed and geographically dispersed team
• Experience owning initiatives against strict timeline and multiple priorities
• Ability to gain knowledge related to the clients' industry, and the current business environment and incorporate this knowledge into the overall solution and operational processes.