The “Lead, Client Support Engineering “ is responsible for implementing 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.
Job Requirements:
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 Alignment
Flexible to work in shifts ( APAC, EMEA, NA)
Assist with restores and backup requests
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.)
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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 implement test plans to ensure quality resolutions
Identify and implement process improvements
Review the Operational documents and update frequently
Automation and find 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
Education and Experience:
Bachelor Degree in Science /engineering
7-10 years of Production Support work experience
Essential skills and experience:
Good communication, interpersonal, and analytical skills
Ability to clearly communicate technical problems verbally and in written form
Good Understanding of SQL & hands on experience on Database Management tools like Sql Developer, TOAD
Familiarity/Experience with UNIX, LINUX, Windows environments
Strong troubleshooting techniques and approaches with web and database applications
Hands on experience in Unix/PERL scripting
Familiarity with Python & exposure to Jupyter Notebook or any other similar IDEs
Exposure to Code Repository like VSTS, Github
Hands on experience with scheduling and job monitoring tools like Control-M
Professional proficiency in English
Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks
Exposure to Documentation tools like Confluence, WIKI or Sharepoint
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
Eagerness to learn new technologies and domains.
Detail oriented and ability to multi-task
Good Teammate
Quick learner in a fast paced and challenging work environment
Good to have knowledge on Power Automate
Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)
Familiarity/Experience with ETL Concepts & tools like DataStage, Snaplogic
Understanding of Relational Databases and Business Intelligence/Reporting tools
Advanced Excel skills and proficiency in other Microsoft Office products
Understanding of hardware, software and network infrastructures
Experience with Amazon Web Services, NewRelic, SumoLogic, Azure
Knowledge of Loyalty Platforms and Marketing Campaigns like SFMC, Harmony
Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.
Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.
Our pillars aren't just words. They're how we show up every day.
People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
Collaboration: We work together, support one another, and collectively achieve goals.
Growth: There are endless opportunities for growth through learning, development and career advancement.
Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.
Our values guide us to create value for our clients, our people and consumers.
Act with integrity
Work together to win together
Innovate with purpose
Respect all voices
Empower with accountability
These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.
Epsilon is an Equal Opportunity Employer. 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.
What you will do: The “Lead, Client Support Engineering “ is responsible for implementing 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. Job Requirements: - 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 Alignment - Flexible to work in shifts ( APAC, EMEA, NA) - Assist with restores and backup requests - 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
Qualifications
Education and Experience: - Bachelor Degree in Science /engineering - 7-10 years of Production Support work experience Essential skills and experience: - Good communication, interpersonal, and analytical skills - Ability to clearly communicate technical problems verbally and in written form - Good Understanding of SQL & hands on experience on Database Management tools like Sql Developer, TOAD - Familiarity/Experience with UNIX, LINUX, Windows environments - Strong troubleshooting techniques and approaches with web and database applications - Hands on experience in Unix/PERL scripting - Familiarity with Python & exposure to Jupyter Notebook or any other similar IDEs - Exposure to Code Repository like VSTS, Github - Hands on experience with scheduling and job monitoring tools like Control-M - Professional proficiency in English - Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks - Exposure to Documentation tools like Confluence, WIKI or Sharepoint - 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 - Eagerness to learn new technologies and domains. - Detail oriented and ability to multi-task - Good Teammate - Quick le
About Publicis Groupe
Professional Services10,001+Founded 1926
Publicis Groupe is a French multinational advertising and public relations company, one of the world's largest communications groups. It offers services in advertising, media, digital transformation, and data-driven marketing through agencies including Saatchi & Saatchi, Leo Burnett, and Publicis Sapient.
