Manager Client Support Engineering

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

About BU

Keepers of the connections we make, the CRM team comes with a great focus on knowing and identifying the right customers for our global clients. Our CRM platform, built on state-of-the-art technologies like Redshift and Matillion, is a powerful product. Driven by data and analytics, the team creates custom solutions for each client and is one of the fastest growing tribes at Epsilon India.

Why we are looking for you

At Epsilon, we run on our people’s ideas. It’s how we solve problems and exceed expectations. Our team is now growing, and we are on the lookout for talented individuals who always raise the bar by constantly challenging themselves and are experts in building customized solutions in the digital marketing space.

So, are you someone who wants to work with cutting-edge technology and enable marketers to create data-driven, omni-channel consumer experiences through data platforms? Then you could be exactly who we are looking for.

Apply today and be part of a creative, innovative and talented team that’s not afraid to push boundaries or take risks.

What you will enjoy in this role
Creates user information solutions by developing, implementing, and maintaining applications based on latest Microsoft and Cloud platform.

What you will do

The “Manager, Client Support Engineering“ is responsible to achieve Customer delight through High quality and value driven service delivery. Client Support Engineer is responsible for providing end to end, round the clock support for Epsilon solutions by executing and monitoring production processes, managing production incidents, diagnosing and resolving application issues and anomalies in production to ensure optimal performance. They analyze, prioritize and Triage all production incidents, coordinate with multiple teams for issue resolutions as per agreed SLA’s. This role involves Incident management, Problem management, Handing Service Requests, Defect management, Release and Deployment, Transition management, Service validation, Service reporting, Configuration Management, Knowledge management and Continuous Service Improvement initiative based on ITIL framework.

Job Requirements:

1: Monitoring & Troubleshooting: End to End Service Delivery responsibility across below listed Operational activities.

• Monitor & escalate all events, and provide 24x7 support
• All data exchanges, data processing, system response, up times, backups, and end user functionality are running per SLA
• All alerts are acted upon and followed up according to run book to avoid production incidents
• Proactively perform regular health status checks & provide status reporting
• Engage multiple teams Product support, DBA, Infra & STS teams to ensure open issues are tracked to closure
• Troubleshoot failures and determine best course of action

2: Platform Administration : End to End Service Delivery responsibility across below listed Operational activities.

• All incidents are acted upon within SLA limits to avoid penalties
• Ongoing service requests and tickets are acted upon in accordance with SLA expectations
• Platform is kept up to date with patching schedules, vulnerability checks, certificates, and system audits
• Reduction in incident, client reported issues, and penalty volumes (improvement in quality) should there be any     ongoing issues with account
• Identify & contribute Automation opportunities to reduce manual effort, optimize performance and avoid manual errors
• Effective coordination with stakeholders to ensure timely resolution.
• Documenting ways of working-SOP, lessons learnt, managing KEDB

3:Operations Management

• Understanding of client objectives and Epsilon's value delivery against them
• Well-established procedures and adherence to them
• Meet / Exceed Operational efficiency goals
• Meet / Exceed client SLAs
• All metrics and operational KPIs are captured, tracked, and reported upon in accordance with client SLA        commitments and contractual obligations
• Manage established contract & scope and manage scope changes through established processes.
• Client Satisfaction
• No escalations outside of the account

4:Transition Management     

• Ensure well documented procedures are established to transition solution to manage phase (Run Book, Op  Checklist, audit procedures, etc)
• Ensure all Knowledge transfer and training is complete
• Time to onboard new resources to account should reduce over time

5: Develop and Manage Talent

• Help associates understand how they contribute to the Epsilon-Client value chain
• Communicate and reinforce role expectations and assess goal performance.
• Solicit & provide feedback on a regular cadence
• Directly address performance concerns
• Contribute to a culture of appreciation by consistently recognizing your associates’ accomplishments.
• Provide coaching, advocacy and career guidance and create IDP
• Conflict management – Promote Collaboration

6: Beyond Day Job

• Contribute and plan for Efficiency improvements through cross training, Knowledge management, process improvements.
• Plan, Identify & Drive Automation opportunities to reduce manual effort, optimize performance and avoid manual errors
• Self-development by Actively seeking new ways to grow and be challenged using both formal and informal          development & Training channels.
• Actively participate and motivate associate’s participation in Org level activities and Employee engagement initiatives.
• Contribute and participate in Hiring activities & skill enhancement initiatives.                  
• Make yourself, your team and Epsilon better by constructively challenging the status quo and recommending solutions

7: People Management

• Able to lead teams of several individuals.
• Able to work with global teams.

8: Skills

• Able to effectively lead initiatives and guide staff.
• Able to effectively navigate and lead a cross functional organization to get work done..

Qualifications

• Bachelor Degree in Science /engineering
• 10-12 years of Production Support work experience

Essential skills and experience:

• Good communication, interpersonal, and analytical skills
• Should have in-depth technical background in L1, L2 & L3 Application support.
• Experience in transitioning Production operation activities
• Experience in driving service Improvements via automation and Scripting using – Perl/Python/UNIX Shell.
• Familiarity of ETL concepts, Cloud environments/Datacenters, Network, Infrastructure & BCP
• Expertise in MS Office tools
• Working knowledge in at least one of the top ITSM tools
• Ability to articulate technical problems verbally and in written form.
• Good Understanding of SQL and scheduling
• Familiarity/Experience with UNIX, Windows environments
• Strong troubleshooting techniques and approaches with web and database applications
• Familiarity with scheduling and job monitoring tools
• Professional proficiency in English
• Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution
• Attention to detail, strong listening skills, and good verbal and written communications are required
• Experience with efficiently communicating with highly demanding clients

Desirable skills and experience:

• Good understanding of Operational best practices(ITIL framework)
• Good time management
• Knowledge of MS Office
• Eagerness to learn new technologies and domains.
• Detail oriented and ability to multi-task
• Good Team Player
• 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
• Advanced Excel skills and proficiency in other Microsoft Office products 
• Exposure with Amazon Web Services
• Knowledge of CRM & Loyalty Platforms and Marketing Campaigns