About BU
Keepers of the connections we make, the Solution Delivery comes with a great focus on knowing and identifying the right customers for our global clients. Our CRM platform equipped with best-in-class technology, unmatched data expertise and identity resolution capabilities. 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.
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 "Director of Client Support Engineering" is tasked with managing a team focused on achieving customer satisfaction by delivering high-quality, value-driven services. The Client Support Engineer Team provides 24/7 support for Epsilon solutions, overseeing production processes, managing incidents, diagnosing and resolving application issues, and ensuring optimal performance. Responsibilities include analyzing and prioritizing incidents, coordinating with various teams for issue resolution within agreed SLAs. This role encompasses incident and problem management, service requests, defect management, release and deployment, transition management, service validation, service reporting, configuration management, knowledge management, and continuous service improvement based on the ITIL framework.
End to End Service Delivery responsibility across below listed Operational activities.
- Monitoring & Troubleshooting
- 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
- ITIL and Platform Administration
- 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
- Operations Management
- Understanding of client objectives and Epsilon's value delivery against them
- 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
- Transition Management
- Ensure well documented procedures are established to transition solution to manage phase (Run Book, Ops Checklist, audit procedures, etc)
- Ensure all Knowledge transfer and training is complete.
- Time to onboard new resources to account should reduce over time
- Solution Expertise & Standards
- Creation of repeatable frameworks / standards / Operational automation
- Vertical/Operational Expertise
- Publication of best practices
