Senior Principal Problem Manager

Meet Our Team:

The Problem Management Team is growing. Our mission is to identify problem areas highlighted through tickets and field feedback, then drive meaningful change to improve the product and service experience. We’re looking for seasoned Product or Cloud engineers with significant Pega expertise to elevate the robustness and standards of our “As a Service” offerings across both Product and Cloud. This is where your technical depth translates directly into a better service for all our clients and thousands of users every single day.. We operate 24 hours a day, five days a week, following a ‘follow-the-sun’ support model.

We foster a culture of diversity, openness, intellectual curiosity, and proactive problem-solving. Our environment is designed to provide the support and mentorship needed for continuous learning and professional growth.

Picture Yourself at Pega:

Pega is transforming how the world develops software. Our ambition is to become the leading CRM SaaS provider globally. As a Problem Manager within the Service Operations team, you will play a key role in supporting Pega’s “as-a-Service Client Experience” initiative by:

1. Minimising the impact of unavoidable incidents to ensure smoother client operations
2. Preventing or mitigating recurring issues to reduce service disruptions
3. Ensuring a seamless client experience from onboarding through to upgrades
4. Supporting system reliability and user confidence to enable scalable growth

The Service Operations Problem Manager is a strategic, high-impact individual contributor role. You will enhance the client experience by conducting Root Cause Analysis (RCA) on Pega Cloud service and product issues that lead to multi-client incidents or affect priority accounts. You’ll lead global Pega subject matter experts and partners in RCA investigations to uncover root causes, propose solutions, or implement mitigations. Your work will also identify operational improvements that enable earlier, proactive detection of potential incidents. On occasion, you may also meet with clients to present a full RCA overview.

What You'll Do at Pega:

As a Service Operations professional, you will be responsible for identifying the root cause of client-impacting incidents and driving corrective actions to prevent recurrence.

Key responsibilities include:

• Leading root cause analysis and remediation efforts to resolve underlying issues.
• Minimising service disruption by coordinating resources to resolve problems based on business priorities and documenting findings to prevent repeat incidents.
• Scheduling and facilitating monthly Problem Management Review Meetings with relevant stakeholders.
• Improving problem categorisation accuracy and metrics by identifying the true root cause or triggering event.
• Assigning and tracking preventive actions for known incidents and problems across Pega teams until completion.
• Managing the problem queue, updating statuses, and keeping stakeholders informed of progress.
• Creating and maintaining internal and external knowledge documentation for known errors.
• Facilitating data collection and analysis to support long-term solutions.
• Analysing incident trends to identify recurring issues and prioritise problem-solving efforts.
• Collaborating closely with the Incident Commander and Change Manager.
• Producing and sharing reports used across all functional groups.
• Identifying opportunities for automation and tooling to enhance the problem management process.
• Develop training materials and collateral for Problem Management participants.
• Participate in the continual improvement of the Problem Management process and Problem & RCA tickets.
• Coach Problem Management team members in the process(es) around Problem Management
• Lead in discussions with Engineering teams and leadership to prioritize the right work across different Engineering departments to ensure effectiveness of the process.
• Help with recruitment needs

Who You Are:

You are a Service Operations as well as Technical or Engineering professional with a strong understanding of the Pega Technology and passion for applying your expertise to solve real business challenges and delivering the highest quality service experience to our clients.

• You have 8 years+ of deep Pega Product knowledge
• You are a collaborative team player—enthusiastic and committed to supporting the quality and success of Pega products.
• The ideal candidate is self-motivated, curious, and innovative, with a continuous improvement mindset and excellent interpersonal skills.
• You are eager to learn the Pega platform and approach complex challenges with a problem-solving mindset, particularly in applying Site Reliability Engineering (SRE) principles.
• You can work independently as well as within a team, lead by example, and demonstrate a strong commitment to quality development and operational excellence.
• You thrive in fast-paced, dynamic technology environments.
• You treat continuous process improvement not just as a responsibility, but as a habit, and you are relentless in resolving issues thoroughly.
• You possess strong storytelling skills, enabling you to communicate ideas and solutions effectively

What You've Accomplished:

• 8 years+ of deep Pega Product knowledge
• Bachelor’s degree in information technology, Business, or related field
• Knowledge of the Pega Platform, AWS, and GCP is an added advantage for this role.
• 5+ years of experience in an IT Service Management role, preferably in a Problem Management function

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                                           

• #LI-SK1