Associate Engineer, Pega Operations Center Job Category: Engineering & Cloud Location: US - Pennsylvania - Remote **Meet Our Team:** You will be a key member responsible for theavailability and reliability of Pegasystem'scloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast.We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support and mentorship needed to learn and grow. **Picture Yourself at Pega:** A passionate Engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environments. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders. **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 and patches, run queries and scripts, etc. + Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams + 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:** + You are skilled in AWS, Linux, technical support, and systems monitoring, and have accomplished the below: + Understanding ofcloud-based infrastructure, platform, and application services + 1-2 years of experience in enterprise scale Linux Administration + 1-2 years hands-on operational experience with Amazon Web Services (AWS) + 1-2 years of technical knowledgein supporting, monitoring, and troubleshooting cloudapplications, databases, and infrastructure (like Java applications, tomcat, RDS Postgres, New Relic, DNS, VPN, etc.) + Must be eligible to support FedRAMP (US Citizenship) **What You've Accomplished:** + Possess customer obsession and proven empathy towards customers + An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly + 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 **Education / Certifications:** + Cloud Certification: AWS or GCP (Required) + Kubernetes Certification (Preferably) + Linux Administrator Certification (Preferably) **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 ofpay + bonus incentive, employee equity in the company + **_Compensation in the range of 80-95k_** + **_Unfortunately only candidates who are elligible to recieve a fedramp certification can be considered at this time. We cannot provide sponsorship now or in the future_** Job ID: 22161 It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity