Assoc Engineer, Cloud Operations

Remote covering 9-12 EST (9-6 PST) Hours

Engineer will work Tuesday to Saturday (weekend differential)

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 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 and mentorship needed to learn and grow.

Picture Yourself at Pega:

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'll Do at Pega:

• Handle alerts, incidents, service requests and changes within SLA
• Identify opportunities for automation of repeated operational tasks and reduce toil
• Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required
• Manage and monitor customer environments
• Participate in after hours on call rotation including work weekend shifts
• 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.
• Adapt to changing business goals
• Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams

Who You Are:

• Works well with cross-functional global and remote teams
• Possess customer obsession and proven empathy towards customers
• An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly
• Comfortable working in a fast-paced, enterprise environment
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements

Education / Certifications:

• Bachelor’s degree in Computer Science/Engineering or equivalent
• Cloud certification, preferably AWS, a plus

What You've Accomplished:

You are skilled in AWS, Linux, technical support, and systems monitoring, and have accomplished the below:

• 1-2 years of experience in enterprise scale Linux Administration
• Understanding of cloud-based infrastructure, platform, and application services
• Must be eligible to support FedRAMP (US Citizenship)
• 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.)

Pega Offers You:

• Continuous learning and development opportunities
• Gartner Analyst acclaimed technology leadership across our categories of products
• Analyst acclaimed technology leadership in a massive emerging market
• An innovative, inclusive, agile, flexible, and fun work environment
• The world's most innovative organizations as reference-able clients
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company