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.What 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 company

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Job ID: 22289

AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.

Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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