Meet Our Team:

The Incident Management Team is comprised of eight Principal Incident Commanders responsible for managing major incidents associated with Pega’s Cloud Software-as-a-Service (SaaS) product. Pega Cloud is a growing $1.3bn+ business with a 35% market growth. 

Picture Yourself at Pega:

As Principal Incident Commander, you will play a key role in supporting clients through proactive and reactive incident management. Your role will involve managing the lifecycle of all incidents that include a variety of technologies, vendors, architectures, and support.

What You'll Do at Pega: Incident Leadership: Serve as the primary contact for major incidents, leading incident bridges and driving resolution.Communication: Craft high-profile communications, under pressure, for clients and stakeholders.SLA Adherence: Monitor incidents, ensure SLA compliance, and participate in post-incident reviews.Problem Solving: Identify root cause, review incident trends, and implement improvement plans.Performance Monitoring: Track incident metrics, KPIs, and facilitate incident management meetings.Who You Are:

You are a Principal Incident Commander and are enthusiastic about applying your expertise to help solve significant business problems.

Strong Leadership: Proven executive presence and effective communication skills.Technical Expertise: ITILv3 certified with experience supporting products/applications in cloud environments (AWS, Azure, GCP).Incident Management: 5-8 years of experience in incident management within enterprise level organizations, operating with mature processes. Comfortable identifying action plans and holding teams accountable for restoration activities. Identifies opportunities for process improvements.Adaptability: Thrives in fast-paced environments and is comfortable with changing priorities.Teamwork: Strong team-building skills and ability to effectively collaborate across diverse teams with the goal of restoring service for clients.Local to Boston with ability to travel into Waltham when neededWhat You've Accomplished: Incident Management: Managed complex incidents and facilitated bridge calls with client facing teams, driving teams service restoration efforts.Process Improvement: Provided recommendations for process improvements and performance measurements.Communication and Analysis: Effectively communicated incident status, assessed operational inefficiencies, and delivered concise recommendations.5-8 years of proven Incident Commander management experience Prior experience working 24/7 365 days a yearPega 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 of pay + bonus incentive, employee equity in the companySalary in the range of 120-140k Job ID: 22155