About the role
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.
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.
