Description

About the Company:

Pegasystems is a global leader in CRM software and cloud services, focused on redefining how software is built and used. With advanced capabilities in automation and artificial intelligence, Pega powers innovation for some of the world’s largest enterprises across diverse industries.

About the Team:

The Pega Operations Center (POC) team is responsible for managing and maintaining applications hosted on Pega Cloud Services, operating in a 24x7 environment across regions. The team handles service requests, incidents, change management, infrastructure upgrades, and problem resolution. It works in close collaboration with customers, internal teams, and stakeholders to ensure customer success.

About the Role:

As an Engineer in Pega Operations Center, you will be at the forefront of managing and monitoring customer environments. You'll be expected to respond to alerts, handle incidents, execute system tasks, and identify automation opportunities. This role demands strong technical and analytical skills, effective communication, and the ability to thrive in a high-performance, global team.

Key Responsibilities:

• Manage and monitor customer environments to ensure performance and availability
• Handle alerts, incidents, service requests, and changes within defined SLAs
• Access, analyze, and prioritize support tickets
• Execute operational tasks including log handling, environment restarts, IP whitelisting, and query execution
• Deploy system updates and troubleshoot access-related issues
• Identify areas for automation to eliminate repetitive tasks and improve efficiency
• Participate in after-hours on-call rotation including weekend support
• Collaborate with internal teams like Security, Product Support, and Provisioning

Key Technical Skills:

Must have:

AWS, Linux, Tomcat, RDS Postgres, Scripting, Cloud Monitoring, Java Applications, Systems Monitoring

Preferred:

DNS, VPN, New Relic, Kubernetes, Docker, Datadog, CKA Certification

Requirements:

Educational Qualifications:

• Bachelor’s degree in Engineering or a related technical field

Professional Experience:

• 3 to 4 years of hands-on technical support experience, preferably in cloud-based or enterprise environments
• Experience in geographically distributed systems

Essential Skills:

• Strong analytical and problem-solving abilities
• Experience supporting Linux environments and cloud-based infrastructures (especially AWS)
• Familiarity with microservices architecture, containers (Kubernetes, Docker), and monitoring tools (New Relic, Datadog)
• Basic understanding of networking and web server administration
• Effective verbal and written communication skills
• Self-driven, customer-focused, and committed to continuous improvement
• Ability to collaborate with cross-functional and global teams
• Willingness to work in rotational shifts and during weekends