Lead Client Support Engineer

Epsilon Data Management; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Epsilon Data Management in Bengaluru seeks a seasoned Lead, Client Support Engineering to monitor production processes, troubleshoot incidents, and liaison with clients and internal teams to ensure smooth operations.

You will read specifications, validate data extracts, coordinate across APAC/EMEA/NA shifts, and work with the Epsilon Operations Support team on technical solutions. Strong SQL, Unix, Python, and ETL tooling are required.

Qualifications

• Bachelor's degree in Science or Engineering is required.
• 7–10 years of Production Support experience is expected.
• Strong communication, interpersonal, and analytical skills are essential.
• Ability to clearly communicate technical problems verbally and in writing.
• Hands-on SQL experience with database tools like Sql Developer and TOAD.
• Familiarity with UNIX, LINUX, Windows environments.
• Proficient in troubleshooting of web and database apps with strong RCA
• Knowledge of ETL concepts and tools like DataStage, DataStage/ETL stack.

Responsibilities

• Monitor and verify program execution and identify processing variances.
• Manage production alerts and act per run-book.
• Create incident tickets and follow up to closure.
• Maintain production schedules and handle ad-hoc requests.
• Start/stop system processes and troubleshoot failures.
• Communicate issues clearly with clients and teams.
• Document all operational activities and maintain knowledge base.
• Ensure compliance and production standards; participate in code reviews.
• Lead transition and mentoring in teams; manage resources.

Skills

SQL

UNIX/Linux

Python

Power Automate

ETL Tools

Education

Bachelor's degree in Science/Engineering

Tools

Control-M

VSTS

Github

TOAD

Sql Developer

DataStage

Job description

Job Summary

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 skilled individuals who always set a higher standard by constantly challenging themselves and are experts in building customized solutions in the digital marketing space. So, are you someone who wants to work with modern technology and enable marketers to create data-driven, omni-channel consumer experiences through data platforms Then you could be exactly who we are looking for. What you will enjoy in this role: Creates user information solutions by developing, implementing, and maintaining applications based on latest Microsoft and Cloud platform.

Responsibilities

• 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 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

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 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