Overview

About the role:

The “Senior Client Support Engineer” is responsible for performing 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. The candidate is also expected to act as the key liaison between the client and the Epsilon Operations Support team.

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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
• Troubleshoot failures and determine the 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
• Adaptable 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
• 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 tec

📌 Senior Client Support Engineer (Bengaluru)
🏢 Epsilon
📍 Bengaluru