Senior Cloud Operations Engineer

Meet Our Team:

The Pegasystems Cloud Operations team is responsible for the reliability and availability 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 & mentorship needed to learn and grow. This team works directly with clients, internal teams and stakeholders to achieve the common goal of client success.

Picture Yourself at Pega:

This is a key technical role within Cloud Operations Deployment and should be responsible for working on ensuring our clients are current with regularly updating and patching systems. This position develops customer satisfaction and loyalty by providing superior support services. 

What You'll Do at Pega:

• Handle all Service Requests, Changes and releases to troubleshoot & resolve them within the agreed SLA
• Perform Provisioning of new environments and Update the Infrastructure components & Product Application versions
• Work with Platform & Cloud Engineering Teams towards resolving issues in the execution of the upgrade/provisioning tasks
• Participate in the adoption of pre-release new & enhancement products along with engineering teams
• Work on automation and proactively build solutions within the team to enhance the current mundane process.
• Provide feedback on bugs and customer experience enhancements
• Look out for opportunities to streamline the current support process.

Who You Are:

• You are a member of Cloud Ops Deployment team who is skilled in Cloud, OS, Middleware and DevOps Technologies.

  • B. E /B. Tech or equivalent.
  • Strong analytical thinking and problem-solving skills.
  • 4 - 8 years of operational experience using Amazon Web Services, working in a team with a SaaS provider deploying and operating complex highly available cloud platforms at scale
  • Deep understanding of cloud infrastructure technologies, methodologies, and operational tasks- including installations, upgrades, monitoring, systems performance management, Java architecture, platform resiliency, databases (PostgreSQL or Oracle), Cloud Networking, Client Connectivity, etc.
  • At Pega, in this position, the technologies you will work with include Pega Cloud hosted on multi-cloud platforms (AWS, GCP), Microservices (Kubernetes, Docker), Databases (PostgreSQL, MongoDB and Cassandra), GenAI (Azure OpenAI, AWS Bedrock, GCP Gemini), Observability (Grafana), etc.
  • Comfortable with one or more scripting languages.
  • Basic network troubleshooting skills including TCP/IP, DNS, VPN
  • Good understanding of ITIL process, specifically – Incident, Changes, Problems, Service Requests, etc.
  • Ability to diagnose and identify the root cause solve problems by proposing/assist in implementing the solutions
  • Should be a good team player with professional attitude towards work, have excellent collaboration skills and be able to work independently.
  • Ability to work in a flexible self-managed team environment, advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
  • Proven ability to interact directly with clients at all levels and demonstrate effective communication and client-facing skills, including managing stressful situations and expectations
  • Participate in mentoring new engineers on both technical and process aspects
  • Participate actively by self-learning and sharing knowledge with the team in new developments related to newer technologies with Pega.

What You've Accomplished:

• Strong analytical and Problem-solving skills
• Configuring and Managing Cloud Hosted customer applications and services.
• Troubleshooting and analyzing the issues across the Cloud stacks, Middleware and DevOps Stack
• Hands-on with Linux and scripting techniques
• Partner with internal stakeholders, like Security, Provisioning, and Product Support to align business goals with implementation results
• Candidate must be a local, either Australian Citizen or Australian PR

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 & Weekend Shift Allowance
• The world’s most innovative organizations as reference-able clients

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