You will be a key member responsible for the availability and reliability of Pegasystem's cloud 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 environmentsHandle alerts, incidents, service requests and changes within SLAAccess, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when requiredExecute 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 teamsIdentify opportunities for automation of repeated operational tasks and reduce toilAdapt to changing business goalsParticipate in after hours on call rotation including work weekend shiftsWho You Are:You are skilled in AWS, Linux, technical support, and systems monitoring, and have accomplished the below:
Understanding of cloud-based infrastructure, platform, and application services1-2 years of experience in enterprise scale Linux Administration1-2 years hands-on operational experience with Amazon Web Services (AWS) 1-2 years of technical knowledge in supporting, monitoring, and troubleshooting cloud applications, 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 customersAn analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordinglyWorks well with cross-functional global and remote teamsDemonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirementsComfortable 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 productsContinuous learning and development opportunitiesAn innovative, inclusive, agile, flexible, and fun work environmentCompetitive global benefits program inclusive ofpay + bonus incentive, employee equity in the companyCompensation in the range of 80-95kUnfortunately 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