Company Description
Epsilon 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 at @EpsilonMktg.
Job Description
Epsilon analyzes anonymized, privacy-safe data at internet scale. We handle 300B+ of online interactions a day and have $3.8 trillion in multichannel purchases in our database. We are seeking a Site Reliability Engineer. Responsibilities would include learning all the various SRE team roles software deployments, tools development, incident management, root cause analysis, and KPI metrics automation. The emphasis for this role would be managing production incidents (incident triage, follow-up, closure metrics), creating incident metrics reports, taking ownership of metrics tool sets, well as automating sr. management report metrics when/where possible.
Duties and Responsibilities:

• Develop, mature, and execute escalation processes to ensure free-flowing escalation and information within the organization.
• Optimize existing production operations processes and build new ones as required.
• Work with teams to determine and document root cause of issues and communicate appropriately to internal and external customers.
• Oversee production incidents and issues. Manage and coordinate urgent and complicated support issues. Act as an escalation point for production incidents. Participate in escalation calls as needed. (This is not an on-call shift rotation role)
• Own KPIs, monitor and publish key metrics. Provide data and reporting of KPIs and trends in ad-hoc, weekly, monthly, and as needed.
• Drive ticket deep dives and develop strategies for improvement.
• Manage process for communicating outage activities to the organization. Review feedback to improve services, tools and support experience.

Qualifications:

• 3 - 5 years of relevant work experience in services-based product operations.
• Experience working with distributed (on premise or cloud-based) production systems a plus.
• Demonstrated ability to guide teams in troubleshooting, issue resolution, or escalation.
• Ticket management and major incident management at an enterprise scale
• Python programming experience is a plus.

Education / Certifications:

• Bachelor's degree or equivalent work experience preferred

Qualifications
Additional Information
Great People, Deserve Great Benefits
We 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.
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