Platform Operations Engineer

4 weeks ago

South Brisbane, Queensland, Australia Epsilon Full time

Job Description

Why Epsilon?

We are a global company made up of knowledgeable, passionate, and creative individuals with extensive experience working together to achieve shared goals.

Above all, we are committed to promoting diversity and inclusivity within the workplace. We strive to ensure that no job applicant, temporary worker, or employee receives less favorable 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 Epsilon's 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 resolution.
  • 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 organization 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.

Qualifications

Work Experience and Skills:

Essential

  • 1+ years platform operations engineering, SRE, or DevOps experience and industry experience in a support role in a business-to-business, large/strategic customer segment.
  • Proficiency in Google Cloud Platform (GCP) and its services (Bigtable, Pub/Sub, GKE).
  • Experience managing container orchestration tools such as PCF, Kubernetes, Mesos, Docker swarm or equivalent.
  • Experience using system monitoring tools (e.g. Dynatrace, New Relic, DataDog).
  • Experience with automation/configuration management using Terraform or an equivalent.
  • Solid understanding of networking, security, and system architecture.
  • Proficient in scripting languages (Java, Golang, Python, Bash, or similar).
  • Experience with monitoring and observability tools (DataDog, Prometheus, Grafana).
  • Knowledge of database management systems (PostgreSQL).
  • Understanding of API and microservices architecture.
  • Experience with horizontal pod autoscaling (HPA).

Benefits:

  • Free gym membership.
  • Additional 5 days leave each year after 2 years.
  • Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
  • Rewards and recognition - shop our rewards store front when you receive points.
  • Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
  • Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes.
  • A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, and Embrace (reconciliation action plan) programs.
  • Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits.
  • Access to counsellors, psychologists, and professionals through Sonder - an all-in-one digital wellbeing technology platform designed to support psychological, medical, and safety needs.

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