Associate Cloud Engineer, Pega Operations Center
Meet Our Team:
You will be a key member responsible for the availability and reliability of Pegasystems cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast. 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.
What You'll Do at Pega:
- Manage and monitor customer environments
- Handle alerts, incidents, service requests and changes within SLA
- Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required
- Execute tasks including monitor service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates and patches, run queries and scripts, etc.
- Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams
- Identify opportunities for automation of repeated operational tasks and reduce toil
- Adapt to changing business goals
- Work Hours 12 - 9 pm EST (9 - 6 pm PST)
- Shift - Tuesday to Saturday
Who You Are:
You are a Passionate Engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environments. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders.
What You've Accomplished:
You are skilled in AWS, Linux, technical support, and systems monitoring, and have accomplished the below:
- Understanding of cloud-based infrastructure, platform, and application services
- 1-2 years of experience in enterprise scale Linux Administration
- 1-2 years hands-on operational experience with Amazon Web Services (AWS)
- 1-2 years of technical knowledge in supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure (like Java applications, tomcat, RDS Postgres, New Relic, DNS, VPN, etc.)
- Must be eligible to support FedRAMP (US Citizenship)
Certifications:
- Cloud Certification: AWS or GCP (Required)
- Kubernetes Certification (Preferably)
- Linux Administrator Certification (Preferably)
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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