Principal Incident Commander

5 days ago


Bengaluru Karnataka, India Pegasystems Full time

**Meet Our Team**:
The Incident Management Team is comprised of eight Principal Incident Commanders responsible for managing major incidents associated with Pega’s Cloud Software-as-a-Service (SaaS) product. Pega Cloud is a growing $1.3bn+ business with a 35% market growth.

**Picture Yourself at Pega**:
As Principal Incident Commander, you will play a key role in supporting clients through proactive and reactive incident management. Your role will involve managing the lifecycle of all incidents that include a variety of technologies, vendors, architectures, and support

**What You'll Do at Pega**:

- **Incident Leadership**: Serve as the primary contact for major incidents, leading incident bridges and driving resolution.
- ** Communication**: Craft high-profile communications, under pressure, for clients and stakeholders.
- ** SLA Adherence**: Monitor incidents, ensure SLA compliance, and participate in post-incident reviews.
- ** Problem Solving**: Identify root cause, review incident trends, and implement improvement plans.
- ** Performance Monitoring**: Track incident metrics, KPIs, and facilitate incident management meetings.

**Who You Are**:

- ** Strong Leadership**: Proven executive presence and effective communication skills.
- ** Incident Management**: 5-8 years of experience in incident management within enterprise level organizations, operating with mature processes. Comfortable identifying action plans and holding teams accountable for restoration activities. Identifies opportunities for process improvements.
- ** Adaptability**: Thrives in fast-paced environments and is comfortable with changing priorities.
- ** Teamwork**: Strong team-building skills and ability to effectively collaborate across diverse teams with the goal of restoring service for clients.

**What You've Accomplished**:

- **Incident Management**: Managed complex incidents and facilitated bridge calls with client facing teams, driving teams service restoration efforts.
- ** Process Improvement**: Provided recommendations for process improvements and performance measurements.
- ** Communication and Analysis**: Effectively communicated incident status, assessed operational inefficiencies, and delivered concise recommendations.
- 5-8 years of proven Incident Commander management experience
- Prior experience working 24/7 365 days a year

**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

LI-SK1

**AI in Action -** Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.

**Culture -** At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.



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