Employer: Appcast Enterprise Salary: Date Added: 18/04/2024 Job Description
The Director, System & Platform Operations is a technical leadership role that is responsible for the support, reliability and stability of CitrusAd 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. This position and their team has 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 team is 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, Client Integration Engineering, Engineering and Customer Success teams. This role ensures production stability and facilitates rapid release of new products and features by balancing the needs of delivery teams and business stakeholders. They ensure flawless ongoing operational functionality to meet increasing customer demands. Collaborating closely with the Engineering team, they maintain system stability and support Customer Integration Engineering from an environment’s perspective. Additionally, they lead the team responsible for ensuring 24/7 service availability, crucial for CitrusAd’s success.
Responsibilities
Operational Practices
Establish and manage operational practices and ensure we design, implement and operate 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.
Change Management
Uphold processes and procedures to manage change across production platforms
System Reliability
Work with the wider Engineering, Product, Delivery and Security teams to ensure that appropriate attention is given to production/system reliability.
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
Leadership and Direction
Set and communicate the strategy for achieving the Group’s mission, vision and values within the Technology and Operations space, together with the broad actions needed to implement it; inspire a large or diverse workforce to commit to these and to doing extraordinary things to achieve the organization’s business goals.
Performance Management
Manage and report on business performance; hold direct reports accountable for achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer term delivery of stakeholder value.
Organisational Capability
Identify the capabilities needed to meet the current and emerging business needs of a significant function.
Organisational Planning
Define the detailed organization structure to align with corporate principles, define the relationship between elements of the organization, and define the responsibilities of senior leaders, to enable the organization to achieve its business objectives.
Technical Developments, Process Improvement and Simplification
Discuss and recommend more complex or innovative technical developments to improve the quality of software and supporting infrastructure to better meet users’ needs.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
Knowledge, Skills and Experience
1-2+ years platform operations engineering, SRE, or DevOps experience and industry experience in a support role in a business-to-business, large/strategic customer segment
Experience with configuration, migration and deployment experience related to GCP, Azure or AWS IaaS/PaaS technologies
Deep understanding of microservice architecture and best practices advantageous experience gained within Ad technologies and API-based systems
Demonstrable expertise in managing large-scale, reliable distributed applications
Experience working with multi region geo-localized data and services, running high-availability database systems in a production environment
Experience operating complex multi-datacenter, multi-cluster environment and a strong understanding of multi-tenancy and security
Experience with enterprise-class SQL, NoSQL and big data databases
Knowledge in debugging issues in the following languages: JavaScript, SQL, HTML, XML
Additional Information
About Epsilon
Epsilon is a global advertising and marketing technology company positioned at the center of Publicis Groupe. Epsilon accelerates clients’ ability to harness the power of their first-party data to activate campaigns across channels and devices, with an unparalleled ability to prove outcomes. The company’s industry-leading technology connects advertisers with consumers to drive performance while respecting and protecting consumer privacy. Epsilon’s people-based identity graph allows brands, agencies and publishers to reach real people, not cookies or devices, across the open web. For more information, visit epsilon.com.
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