Lead, System and Platform Operations Specialist

7 days ago

Chicago, Illinois, United States Epsilon Full time
About the Role

We are seeking a highly skilled and experienced Technical Operations Manager to join our Epsilon Retail Media team. As a key member of our Platform Operations team, you will be responsible for the support, reliability, and stability of our production systems, environments, and offerings.

Key Responsibilities
  • Operational Practices: Establish and manage operational practices to ensure the design, implementation, and operation of a support model that is fit for purpose for our future.
  • Production Monitoring and Operational Reporting: Adopt a "Measure Everything" approach to ensure that internal service level objectives and customer service levels agreements are exceeded, including executive-level reporting on operational health metrics such as SLAs, incident resolution, performance, availability, reliability, capacity, etc.
  • Customer Support & Incident Management: Own incident management processes and on-call response. Take ownership of complex issues related to performance, reliability, and scalability and lead the resolution of serious incidents and events, including communications with customers and wider stakeholders.
  • Change Management: Uphold processes and procedures to manage change across production platforms. Provide insight and expertise on how customers will perceive the changes or impacts to customers to drive customer organization change management and communication.
  • System Reliability: Work with the wider Engineering, Product, Delivery, and Security teams to ensure that appropriate attention is given to production/system reliability. Establish Operational Practices in conjunction with the Product and Engineering teams (e.g., understanding how product feature development could affect the system's overall reliability and performance).
  • IT Service Management: Execute Service Management processes, including Change, Config, Service Level, Performance, Incident, and Problem Management, to deliver a high level of support and system availability. Leverage industry standards and best practices for improving service levels and performance.
About You

We are looking for a highly skilled and experienced Technical Operations Manager who can lead our Platform Operations team. You will have a strong background in IT operations, cloud services, and IT infrastructure and operations. You will be responsible for managing the Platform Operations team, orchestrating regional teamwork, and providing technical and professional support.

You will have excellent communication and written skills and be able to talk about technology intelligently and passionately to all levels of an organization, including developers, architects, and senior management. You will also have experience implementing and managing logging, monitoring, and alerting frameworks, establishing deployment and automation pipelines, and expertise with ITSM principles.

What We Offer

Epsilon offers a comprehensive benefits package, including flexible time off, paid holidays, paid sick time, parental/new child leave, childcare and elder care assistance, adoption assistance, comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching, and counseling.

Epsilon is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We welcome applications from diverse candidates and are proud to be an inclusive and supportive workplace.

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