Engineer, Pega Operations Center

Meet Our Team
Pega is changing the way the world builds software. Pega is a leader in CRM software space, our goal is to be the #1 CRM SaaS provider in the world.

POC (Pega Operations Center) team is involved in managing and maintaining applications hosted on Pega Cloud Services. This team works 24X7 and are situated across the regions. This team works on customers service requests, change requests, infrastructure upgrades and incidents along with problem managements following the process standards. This team works directly with customers, internal teams, and stakeholders to achieve the common goal of customer success.

This team is skilled in Customer handling, Cloud Monitoring, Kubernetes, AWS and GCP Cloud, Linux OS, Middleware, Scripting and Automation, Networking, DevOps Tools and Technologies like Kubernetes.

Picture Yourself At Pega
Pega has enhanced the way customers can manage and use their application, in this role you will be helping the customer achieve their application performance and usability to top notch quality with world class support. Leverage and learn new technical skills being part of Global Client Support team.

What You'll Do At Pega

• Manage and monitor customer environments.
• Handle alerts, incidents, service requests and changes within SLA
• Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required.
• Execute tasks including monitor service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates, run queries and scripts, etc.
• Identify opportunities for automation of repeated operational tasks and reduce toil
• Adapt to changing business goals
• Participate in after hours on call rotation including work weekend shifts

Who You Are

• 3-4 years of technical support experience.
• Bachelor's degree in engineering or similar field
• Experience in geographically distributed systems
• Good Analytical and problem-solving skills
• Perform direct client support via telephone, email, and electronic mechanisms
• Respond promptly to client and engineering inquiries to handle and resolve client issues.
• Possess customer obsession and proven empathy towards customers.
• An analytical and problem-solving mind- ability to quickly evaluate customer incident and act accordingly.
• Clear and concise verbal and written communication skills
• Self-motivated, inquisitive, and creative, with a passion for continuous improvement
• Works well with cross-functional global and remote teams.
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements.
• Comfortable working in a fast-paced, enterprise environment

What You've Accomplished
You are skilled in AWS, Kubernetes, Linux and systems monitoring, and have accomplished the below:

• Understanding of cloud-based infrastructure, platform, and application services
• Experience in enterprise scale Linux Administration
• Operational knowledge in application and database level monitoring and troubleshooting (like Java applications, Tomcat and RDS Postgres)
• Hands-on experience with Amazon Web Services (AWS)
• Understanding of microservices architecture (like Kubernetes and Docker), monitoring tools (like New Relic or Datadog), basic administration of web servers (like Tomcat) and network (like DNS, VPN) is a plus
• Partner with internal clients, like Security, Provisioning, Product Support to align business goals with implementation results
• CKA/Kubernetes certification is mandatory for this role.

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: 22803