Pega Application/DevOps Support Engineer

About the Role We’re seeking a dynamic, client-focused Pega Application & DevOps Support Engineer to join our global ITSM operations team. This critical role ensures the stability, performance, and seamless deployment of enterprise applications built on the Pega platform. You’ll serve as a technical bridge between clients and internal teams, ensuring rapid incident resolution, smooth delivery, and continuous improvement of mission-critical systems. Expect to work directly with international clients in high-pressure, fast-paced environments as part of a 24×7 global support rotation that keeps systems reliable, compliant, and secure. Key Responsibilities Application Support & Maintenance • Incident & Problem Management: Deliver L2/L3 technical support for Pega applications across production, UAT, and development environments. Ensure SLA adherence, proactive communication, and timely resolution. • Performance Monitoring & Optimization: Use Pega PDC or similar tools to monitor system health, perform Root Cause Analysis (RCA), and collaborate with developers to implement long-term fixes. • System Maintenance: Troubleshoot complex application, integration, and database issues (PostgreSQL, Oracle, MSSQL), including query optimization and tuning. • Documentation & Compliance: Maintain detailed SOPs, RCA reports, and technical documentation ⚙️ DevOps & Modern Infrastructure • CI/CD Pipeline Management: Manage and optimize pipelines using GitLab, Jenkins, or Azure DevOps, tailored for containerized Pega deployments. • Containerization & Orchestration: Support Pega Infinity applications in Docker/Kubernetes (AKS, EKS, GKE) environments. • Infrastructure Management: Configure and maintain Tomcat, WebLogic, WebSphere servers, integrate Apache / Nginx web layers, and support AWS, Azure, GCP cloud platforms. • Automation: Build and maintain scripts (Bash, Python, YAML) for deployment, upgrades, and routine operations to minimize downtime. • System Upgrades & Patching: Plan and execute Pega platform upgrades and migrations, leveraging container strategies for zero-downtime delivery. • Code Management & Deployment: Manage version control (Git) and handle RAP deployments across multiple environments. • Collaboration: Work closely with Service Desk, NOC/SOC, and Compliance teams to maintain SLA and security commitments. Required Skills & Experience Technical Foundation • Experience: 2+ years in Pega Application Support and DevOps operations. • Pega Expertise: Strong understanding of Pega Infinity, case management, performance tuning, and system administration. (Pega Certifications - CSA, CSSA - are a plus) • DevOps Tools: Hands-on experience with GitLab, Jenkins, Azure DevOps. • Cloud & Containerization: Proficiency in Docker, Kubernetes, and cloud-native deployments. • Infrastructure: Experience with Tomcat, WebLogic, Apache, Nginx, Linux/Windows Admin, and monitoring tools. • Database: Strong SQL skills and RDBMS troubleshooting (PostgreSQL, Oracle, MSSQL). • Scripting: Automation skills using Bash, Python, or YAML. Soft Skills & Work Environment • Client Engagement: Excellent English communication skills; ability to translate technical topics for non-technical clients. • Adaptability: Thrives in fast-paced, multi-tasking, high-pressure environments. • Availability: Committed to a 24×7 rotational shift schedule, including weekends and holidays. Why Join Us • Global exposure to leading Pega deployments across industries. • Collaborative environment with DevOps, Compliance, and Security teams. • Continuous learning through hands-on cloud and automation projects. • Opportunity to advance toward DevOps Engineer or Pega Architect career tracks.(Client-Facing | 24×7 Rotational Shifts) Location: Hybrid / Hyderabad