Director, Engineering (Production Support)
Company: Epsilon
Location: San Diego
Posted on: February 23, 2021
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Job Description:
Company DescriptionEpsilon is the leader in outcome-based
marketing. We enable marketing that's built on proof, not promises.
Through Epsilon PeopleCloud, the marketing platform for
personalizing consumer journeys with performance transparency,
Epsilon helps marketers anticipate, activate and prove measurable
business outcomes. Powered by CORE ID--, the most accurate and
stable identity management platform representing 200+ million
people, Epsilon's award-winning data and technology is rooted in
privacy by design and underpinned by powerful AI. With more than 50
years of experience in personalization and performance working with
the world's top brands, agencies and publishers, Epsilon is a
trusted partner leading CRM, digital media, loyalty and email
programs. Positioned at the core of Publicis Groupe, Epsilon is a
global company with over 8,000 employees in over 40 offices around
the world. For more information, visit epsilon.com. Follow us on
Twitter Job DescriptionWe are seeking a highly qualified Director
of Production Support who will be responsible for providing
management, direction, staff development and support for the
Epsilon Auto Production Support team responsible for interfacing
with clients, resolving incidents and acting on service requests.
The Director of Production Support establishes service standards,
policies and processes and monitors services levels to continuously
improve the quality, responsiveness, and results produced by the
Production Support team. Essential Functions and Responsibilities
--- Promote an engaging and positive client experience with our
Epsilon Auto services and with our support team. --- Recommend,
design, document and enhance policy, processes and standards for
support services. --- Measure, monitor, enhance and report on
service level agreements and performance for incidents and service
requests --- Ensure quality troubleshooting and resolution of
functional and technical incidents involving the full spectrum of
Epsilon Auto services --- Engage and collaborate with leadership
and other Epsilon Auto teams to resolve incidents and deliver on
service requests --- Maintain and enhance an automated workflow for
incident management, service delivery, performance metrics, and
reporting using ServiceNow. --- Coordinate release environment
testing for product releases into the Production environments ---
Organize cross-functional teams to methodically promote and test
product releases into the Production environments. --- Design and
create support plans for new functional releases to ensure support
team is prepared --- Establish and manage team schedules for 24x7
phone support - on call and after hours --- Mentor and develop
Production Support team --- Collaborate in highly organized,
delivery focused Agile environment --- Perform other duties related
to production support as needed Required Skills --- Candidate must
possess a working knowledge of Informatica, Oracle database, SQL
server database and Linux shell scripts. --- At least five years of
direct work experience leading or managing a production support
services team --- Experience using support ticketing systems is
required. Experience with ServiceNow is a plus. --- Ability to work
under pressure; strong management and organizational skills; good
judgment and decision making --- Excellent analysis and problem
solving skills --- Ability to communicate in a clear, positive,
service minded manner with a variety of customers, Product
managers, and other Epsilon Auto personnel is required --- Ability
to establish positive, effective working relationships at all
levels --- Self-starter, takes ownership and accountability for
assigned work --- Able to identify and manage key risks and issues
--- Candidate should be articulate, outgoing, and have a dedication
to documentation and detail --- Able to work during our Production
environment maintenance hours outside of normal business hours ---
Successful candidate must be self-motivated, entrepreneurial,
organized and passionate about growing a business in a team
environment and with a proven ability to drive improvement
efforts.QualificationsAdditional InformationGreat People, Deserve
Great BenefitsWe know that we have some of the brightest and most
talented associates in the world, and we believe in rewarding them
accordingly. If you work here, expect competitive pay,
comprehensive health coverage, and endless opportunities to advance
your career.Epsilon is an Equal Opportunity Employer. Epsilon's
policy is not to discriminate against any applicant or employee
based on actual or perceived race, age, sex or gender (including
pregnancy), marital status, national origin, ancestry, citizenship
status, mental or physical disability, religion, creed, color,
sexual orientation, gender identity or expression (including
transgender status), veteran status, genetic information, or any
other characteristic protected by applicable federal, state or
local law. Epsilon also prohibits harassment of applicants and
employees based on any of these protected categories.Epsilon will
provide accommodations to applicants needing accommodations to
complete the application process.REF16837S#LI-GG1 - provided by
Dice
Keywords: Epsilon, San Diego , Director, Engineering (Production Support), Executive , San Diego, California
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