The primary responsibility of the Loyalty Client Support Engineer is to assist with the management and support of the technical solution for an existing large financial services client. They will act as the backbone of daily production processes and procedures; monitoring and escalating if alignment is not achieved with standard operating procedures.
The individual in this position will be support coverage for “Lights On” support, SLA Adherence, and operational monitoring while displaying a deep understanding solution standards, features, and dependent functionalities associated to the account.
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Responsibilities
• Ensure batch files are received and sent according to File Processing Schedule, that no large-scale errors have occurred, and escalate where needed.
• Monitor API processing to determine reasons for any errors, initiate reprocessing where necessary, and obtaining the appropriate approvals to proceed.
• Ensuring reports are sent according to the report distribution schedule.
• Gather data for monthly SLA Reporting and present to the internal team and client.
• Optimize monitoring tools and alerting to ensure first to identify and increase efficiency around time to resolution.
• Create and maintain monitoring patching schedules, ensuring testing approval is received prior to production release.
• Gathering inputs around production readiness activities to ensure completion prior to technical releases.
• Leading Change Approval Board meetings internally to achieve alignment on production readiness.
• Reviewing vulnerabilities found through scanning to determine activities necessary for remediation.
• Manage documentation and requests surrounding certificates necessary to maintain day-to-day access security.
• Change scheduling and submission of necessary data required for change approval.
• Create and maintain training materials, standard operat
📌 Client Support Engineer (Bengaluru)
🏢 Epsilon
📍 Bengaluru
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