Why join us?
We are one global company made up exclusively of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.
Above all, we are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion and belief (including no belief), marriage or civil partnership status or sexual orientation.
Role Purpose:
The Platform Operations teams are responsible for the support, reliability, and stability of Epsilon Retail Media production systems, environments, and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. The team has full solid-line responsibility for operations including the deployment, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a “centre of excellence” that allows for a full-service delivery support cycle.
The Platform Operations teams are responsible for supporting all retailers once they are live. Critically important is how this team collaborates and liaises with other teams such as Customer Support, Technical Account Management, Engineering and Customer Success teams.
This role is responsible for upholding the reliability vision and acts as the conduit and diplomat, balancing the needs of delivery teams and business stakeholders to ensure production stability while new products, features, updates, and fixes can be released quickly by delivery teams. The role is responsible for making sure that the products and services function flawlessly in an ongoing operational sense, handling the increasing customer demands.
The Platform Operations Engineer works closely with the Engineering team to ensure ongoing system stability and supports the Technical Account Managers from an environment's perspective. This role is part of the team responsible for keeping services available 24/7/365 a year, as Epsilons success depends heavily on uptime, availability, and reliability of services while scaling and rapid feature delivery.
Responsibilities and Duties:
- Uphold operational practices and ensure we design, implement, and operate a support model that is fit for purpose for our future.
- Provide proactive solutions for incident and problem detection, response and
- Practice incident management processes and provide on-call capability.
- Participate in on-call rotations to ensure 24/7 system availability.
- Provide insight and expertise on how customers will perceive the changes or impacts to customers to drive customer organisation change management and communication.
- Work with the wider Engineering, Product, Delivery and Security teams to ensure that appropriate attention is given to production/system reliability for our customers.
- Ensure SLAs and KPIs are met to the best of your ability, with particular focus on first level response times, escalation paths and resolution times.
- Support Technical Account Managers, Client Success Managers and other key stakeholders assigned to customer accounts to provide superior customer service.
