Principal Incident Commander
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. As Principal Incident Commander, you will play a key role in supporting customers 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.
Picture Yourself at Pega:
Principal Incident Commander
- 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 causes, 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 in cloud environments (AWS, Azure, GCP) and ticketing systems.
- Incident Management: 5-8 years of experience in incident management, problem-solving, and process improvement.
- Adaptability: Thrives in fast-paced environments and is comfortable with changing priorities.
- Teamwork: Strong team-building skills and ability to collaborate with diverse teams.
What You've Accomplished:
- Incident Management: Managed complex incidents, facilitated bridge calls, and drove 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.
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
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Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.
We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!
As an Equal Opportunity and Affirmative Action 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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