Senior Cloud Operations Engineer

Meet Our Team:

We are a Deployment Tribe within the Cloud Operations Team who keeps our clients current with their Infra and Application components hosted on Pega Cloud to be a truly “as a Service Company”. This team works 24X7 and operates across the region following the sun model. This team works directly with clients, internal teams and stakeholders to achieve the common goal of client success.

Picture Yourself at Pega:

The Senior Systems Engineer (SSE) 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 the Cloud Operations Deployment team who is skilled in Cloud Technologies (AWS, GCP & Azure), Kubernetes, OS Concepts, Middleware and DevOps Technologies.

• B. E /B. Tech or equivalent.
• Strong analytical thinking and problem-solving skills.

• 5 - 10 years of Cloud Support and/or Cloud operations, Client facing - Production support experience
• Ready to work in rotational weekend shifts, which are Sunday – Thursday or Tuesday – Saturday
• Managing Servers and application stack in the Cloud preferably in PaaS, or SaaS in any of the environments such as AWS, GCP, Open Stack and/or Azure
• Knowledge of configuration automation tools (Ansible, Chef, Puppet)
• Intermediate to expert-level experience in Linux OS, Docker, Kubernetes, Tomcat, Cassandra, Kafka
• Good if knowledgeable on basic RDBMS troubleshooting skills on PostgreSQL and Oracle.
• Comfortable with one or more scripting languages. 
• Basic network troubleshooting skills including TCP/IP, DNS, VPN 
• Good understanding of ITIL process specifically – Incidents, Changes, Problems, Service Request etc.
• Ability to diagnose and identify the root cause, and solve problems by proposing/assist in implementing the solutions. 
• Should be a good team player with a 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 knowledge sharing with the team in new technology 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.

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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