Client Support Engineer

The Client Support Engineer 2 is responsible for accomplishing 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.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

• 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
• Fix failures and determine the best course of action
• Internal Partner communications with respect to the daily production cycles
• 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 accounts and Domains

Qualifications

• Bachelors degree in science or engineering
• 2-5 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 and scheduling
• Familiarity/Experience with UNIX, LINUX, Windows environments
• Hands on experience in Unix/PERL scripting
• Familiarity with scheduling and job monitoring tools
• Professional proficiency in English

Desirable skills and experience:

• Good understanding of Operational guidelines (ITIL framework)
• Good time management
• Knowledge of MS Office
• 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
• Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)