Meet Our Team

The Pegasystems Cloud Operations team is responsible for the reliability and availability of Pegasystems cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Krakow, Bangalore, Sydney, and the East Coast of the United States. We encourage a culture of diversity, openness, intellectual curiosity, problem-solving, and consistently strive to create an environment that provides the support & mentorship needed to learn and grow. This team works directly with clients, internal teams and stakeholders to achieve the common goal of client success.

Picture Yourself At Pega

This is a key technical role within Cloud Ops and should be responsible for working on ensuring our clients are current with regularly upgrading and patching systems. This position develops customer satisfaction and loyalty by providing superior support services.

What You'll Do At Pega

• Handle all Service Requests, Changes and release to resolve them within agreed SLA
• Perform Provisioning of new environments and Upgrade of the Infrastructure components & Product Application
• Work with Engineering towards resolving issues in the execution of the upgrade/provisioning activities
• Participate in testing of pre-release product enhancement testing with Engineering
• Work on automation and proactively build solutions within team to enhance the current process.
• Provide feedback on bugs and customer experience enhancements
• Identify the needs to automate repeated operational tasks and reduce toil
• Rapidly gain in-depth knowledge of existing and new Pega technology stack and architecture
• Look out for opportunities to streamline the current process.
  
  

Who You Are

• You are a member of Cloud Ops Deployment team who is skilled Cloud, OS, Middleware and DevOps Technologies.
• Strong analytical and problem-solving skills
• Proven professional and technical expertise in an enterprise environment supporting web applications with a focus on operational delivery excellence and customer service
• Possess customer obsession and proven empathy towards customers
• You are self-motivated, inquisitive, and creative, with a passion for continuous improvement and excellent people skills
• Partner with internal stakeholders, like Security, Provisioning, Product Support to align business goals with implementation results.
  
  

What You've Accomplished

• 2 - 4 years of operational experience using Amazon Web Services, working in a team with a SaaS provider deploying and operating complex cloud platform at scale, that is highly available
• Deep understanding of cloud infrastructure technologies, methodologies, and operational tasks- including installations, upgrades, monitoring, systems performance management, Java architecture, platform resiliency, databases (PostgreSQL or Oracle), Cloud Networking, Client Connectivity, etc.
• At Pega, in this position, the technologies you will work with include Pega Cloud hosted on multi-cloud platforms (AWS, GCP), Microservices (Kubernetes, Docker), Databases (PostgreSQL, MongoDB and Cassandra), GenAI (Azure OpenAI, AWS Bedrock, GCP Gemini), Observability (Grafana), etc.
• Comfortable with one or more scripting languages.
• Basic network troubleshooting skills including TCP/IP, DNS, VPN
• Good understanding of ITIL process, specifically – Incident, Changes, Problems, Service Requests, etc.
• Ability to diagnose and identify the root cause solve problems by proposing/assist in implementing the solutions
• Ability to work in a flexible self-managed team environment, advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
• Proven ability to interact directly with clients at all levels and demonstrate effective communication and client-facing skills, including managing stressful situations and expectations
• Participate actively by self-learning and sharing knowledge with the team in new developments related to newer technologies with Pega.
  
  

Pega Offers You

• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
  
  

Job ID: 21860