Principal Incident Commander
Meet Our Team:
The Global Service Organisation team deliver outstanding levels of service and satisfaction to our clients by creating, operating and continuously improving a robust operational framework that is well communicated, transparent and proactive. Our goal is to create unprecedented levels of trust with both our clients and internal stakeholders.
Picture Yourself at Pega:
Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world. As a Principal Escalation Manager, you will play a key role in the Global Service Operations Team to execute Pega’s critical escalation policies with a high sense of urgency. You will communicate the status of incidents both internally and externally, collaborate with cross-functional teams, and serve as a critical point-of-contact for escalated incidents. You will also analyze existing problems, prepare troubleshooting methodologies, and drive the SRE teams and service owners for speedy issue resolution.
What You'll Do at Pega:
- Work on application, service, and infrastructure Major Incidents.
- Minimize downtime through a proactive and effective incident resolution process. (This role plays an integral part in the uptime availability of services to our customers).
- Facilitate incident bridge calls towards resolution and communicate periodic updates to a vast internal audience.
- Understand the upcoming and ongoing changes in the environment and correlate them with open incidents.
Who You Are:
- Bachelor’s Degree or equivalent experience.
- 5-9 years of Incident/Problem Management Experience.
- 2+ years of direct or related experience in a SaaS or hosted application service provider environment.
- Fast learner with excellent verbal and written communication skills.
- Knowledge of public and private cloud vendor infrastructure and architecture concepts.
- ITILv3 and above certification.
- Practical knowledge of AWS / Azure.
- Experience using ticketing systems like Service Now, Remedy, Tivoli, etc.
- Comfortable working in a fast-paced work environment.
- A solid understanding of the best practices in infrastructure and application monitoring, and incident handling.
- Experience in process improvement identification, recommendations, and implementation.
- Strong team-building skills and ability to effectively communicate with technical and non-technical personnel.
What You've Accomplished:
- Facilitated bridge calls with multiple participants for triage and service restoration activities.
- Driven service restoration efforts keeping diverse support teams focused on the tasks at hand.
- Effectively communicated incident status and details to a large auditory.
- Taken decisive actions and maintained strong situational awareness while working on tickets and issues in the environment.
- 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 ofpay + bonus incentive, employee equity in the company
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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. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.
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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