Epsilon Looking for Information Technology Infrastructure Support Analyst 2 at Bengaluru, Karnataka Full Time

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.

Job Description

This role is responsible for performing all operational processes and procedures, ensuring that all services and infrastructure is functioning at prescribed levels and meeting their operational targets. Responsible for monitoring production/UAT environments alerts, first level support of issues/alerts, communications with engineer’s/shift manager, managing conference bridge, validating new MOPs (Method of Procedure), suggesting new MOPs.

Duties and Responsibilities:
Investigates, diagnoses, and takes prescribed actions on all operational events, alarms, and incidents.

Maintains operational logs and journals on all events, reported issues, warnings, alerts and alarms, recording and classifying all messages.

Maintains operational documentation, processes, management and diagnostic tools, ensuring that services are maintained at the agreed levels.

Manage all incidents to include initial troubleshooting, conference bridge and timeline.

Ensure that maintenance tasks are completed as per procedural documentation for scheduled BAU tasks and client specific infrastructure.

Qualifications

Some College/Associates Degree in Information Technology or equivalent experience

2-3 years related experience

Ability to react quickly to issues and address them quickly by following method of procedures specific operations

Required to participate in extensive training programs designed to enhance work experience, functionality and production within the Operations Command Center

Command Center/NOC experience

Application/Infrastructure Monitoring

Excellent Verbal /Written communication

Service Management (ITIL)

Incident Management

Problem Management

Change Management

Reporting (data collection and creation of Reports)

IT Infrastructure knowledge

ITIL Certification (good to have not Mandatory)

Experience in Service Management 1 to 2 years

Total IT experience 2 to 3 years Max

Working time: 24×7 Shift