Easter Seals Jobs

Company Description

When you’re one of us, you get to run with the best. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon’s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified™. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com/apac or our LinkedIn page.

Overview

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

Qualifications

15+ years professional experience in IT services and Operations Ability to balance the intersecting priorities of Delivery Model streamlining, Revenue goals and establishing of foundational India skill-base/operations. Have strong problem solving and negotiation skills in a client-facing environment. Knowledge of Digital Solution Landscape with experience in Marketing Technology software (Loyalty/CRM etc) Experience in Delivery Leadership on Digital Transformation engagements. Proven success influencing and working with people effectively across Horizontal (ex: Practices, CoEs) and Vertical (ex: industry) company groups Strong Presentation and Communication skills Ability to influence and/or implement tools (Jira, Relay, etc.) and processes for efficient delivery of engagements out of India Strong experience in engagements that span tracks of work including User Experience, Technology, Project Management, Business Analysis, Infrastructure and QA. Have the ability to work effectively under significant deadline pressure Ability to work in a “startup mode” managing complex work while the same time building out the team. Agreed upon SLA’s and SLA measurement process based on the SOW Deliver consistently on Ops SLA commitments, drive CSAT, and discuss opportunities for ops efficiency with internal and external stakeholders Schedule, lead, and successfully execute transition from hyper care to manage ops Governance and oversight of Infrastructure, data, and network architecture, inventory maintenance, and ongoing patching and upgrade requirements and procedures OLA Governance and Oversight - compliance, audit, regulatory and security policies including patching approach. Governance and Oversight of user management and access control policies, agreements, and procedures Governance and Oversight of Data retention agreements, and business continuity and Disaster Recovery practices Partner with client teams to drive successful implementations and ongoing operations including ability to hold them accountable in a professional manner Working knowledge of Scope Doc, SOW, and estimation processes, allocation, and utilization methodologies Track effort, resource utilization, and expenses and produce scorecards against targets. Contribute to product and methodology standardization efforts. Soft Skills Communicates effectively using written and verbal communications skills. Process oriented - excellent troubleshooting and people management skills in a client facing role. Able to prioritize multiple activities under pressure while focused on getting results for the client. Able to think creatively and possess strong motivational skills Demonstrates effective negotiation, leadership, and listening skills when working with internal and external stakeholders. Able to use negotiation, time-management and listening skills to best deliver client requirements. Self-starter, and able to work independently and with a strong initiative. Strong Stakeholder management through Reporting and Governance Provide oversight and monitor overall account “health” for book of business from a delivery and quality standpoint. Proactively work to improve delivery quality, repeatability and on-time delivery of key projects as part of both project work and/or strategic company initiatives Provide leadership, mentoring and training to the lower management. Management Skills Has 7+ years of management experience Has previous experience managing a high volume production team. Has previous experience running a department Has owned project/account documentation Previous Leadership and development experience required Previous experience in working with global teams Lead and grow a competent development team through effective hiring, training, goal-setting, coaching, and performance evaluations.

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:

· Act with integrity. We are transparent and have the courage to do the right thing.

· Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.

· Innovate with purpose. We shape the market with big ideas that drive big outcomes.

· Respect all voices. We embrace differences and foster a culture of connection and belonging.

· Empower with accountability. We trust each other to own and deliver on common goals.