Principal Cloud Operations Engineer - Operational Excellence

Meet Our Team:

As a member of Service Reliability Team (SRT), you will be a key member, responsible for the reliability, availability, and security 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 and mentorship needed to learn and grow.

Picture Yourself at Pega:

As a Principal Engineer, you are recognized as an engineering authority, with extensive practical experience, strong debugging skills, a meticulous peer reviewer, possessing leadership skills, creative in coming up with innovative approaches, conducting strategic planning, and sharing expertise. You will have the opportunity to work on complex problems and apply your advanced knowledge of cloud concepts and technologies to improve reliability of Pega cloud infrastructure. You will take personal ownership of the systems you manage and possess the tenacity to delve to the root of the problem quickly, understand why it happened, and prevent it from reoccurrence. By collaborating and communicating with customers and internal stake holders, you will deliver best in class support. 

What You'll Do at Pega:

•    Be an expert in Pega Cloud environment fully understanding all concepts and technologies Act as a mentor in Pega Cloud area for other parts of Pega organization
•    Handle alerts, incidents, service requests and changes within SLA. Own customer escalations
•    Perform provisioning and upgrade of the Infrastructure components & solutions
•    Troubleshoot and resolve customers environment issues along with root cause analysis and blameless post-mortems
•    Influence product teams on defects, feature, and enhancement requests to help build scalable, reliable, observable, available and highly performant services
•    Create, review, and update operational runbooks and Standard Operating Procedures
•    Participate in testing of pre-release product enhancement testing with Engineering
•    Identify the needs and build tools to automate repeated operational tasks and reduce toil
•    Manage multiple projects simultaneously and able to adapt to changing business goals
•    Participate in after hours on call rotation including weekend shifts    
 

Who You Are:

•    Proven professional and technical experience in an enterprise cloud environment supporting SAAS applications with a focus on operational delivery excellence and customer service
•    You are self-motivated, inquisitive, and creative, with a passion for continuous improvement and excellent people skills
•    Works well with cross-functional global and remote teams 
•    Demonstrated ability to learn new technologies, techniques, and tools quickly to meet our business requirements
•    Comfortable working in a fast-paced, enterprise environment
•    Possess customer obsession and proven empathy towards customers
 

What You've Accomplished:

You are skilled in Cloud, Linux, and DevOps Technologies, and have accomplished the below:
•    6+ years of hands-on operational or engineering experience of supporting, configuring, troubleshooting, and tuning mission critical production Java applications and Apache Tomcat application servers in a global enterprise
•    4+ years of hands-on operational experience with Amazon Web Services (AWS). Exposure to additional public clouds such as GCP a plus
•    4+ years Linux systems administration experience
•    Experience with microservices architecture with Kubernetes
•    Deep understanding of cloud infrastructure, platform, and application operational admin tasks- including product and platform upgrades, installations, backup & recovery, monitoring & observability, high availability, connection pooling, and application load balancing
•    Systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, clusters, and troubleshooting.
•    Experience with analyzing performance, using tools such as thread and heap dumps with a strong understanding of JVM memory structure and garbage collection concepts.
•    Administration of web servers running Tomcat, Apache, Nginx
•    Knowledgeable in database troubleshooting and SQL skills preferably PostgreSQL or Oracle
•    Experience understanding scripting languages like Bash/Shell, Python, or similar.
 

Education / Certifications:
•    Bachelor’s degree in Computer Science/Engineering or equivalent.
•    AWS Certification and Kubernetes Administrator Certification, a plus
•    Pega Certified System Architect (CSA) Certification, nice to have

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 of pay + bonus incentive, employee equity in the company
•    The world’s most innovative organizations as reference-able clients 
•    Analyst acclaimed technology leadership in a massive emerging market