Engineer, Pega Operations Center

• 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, run queries and scripts, etc.
• Identify opportunities for automation of repeated operational tasks and reduce toil
• Adapt to changing business goals
• Participate in after hours on call rotation including work weekend shifts

• 3-4 years of technical support experience.
• Bachelors degree in engineering or similar field
• Experience in geographically distributed systems
• Good Analytical and problem-solving skills
• Perform direct client support via telephone, email, and electronic mechanisms
• Respond promptly to client and engineering inquiries to handle and resolve client issues.
• Possess customer obsession and proven empathy towards customers.
• An analytical and problem-solving mind- ability to quickly evaluate customer incident and act accordingly.
• Clear and concise verbal and written communication skills
• Self-motivated, inquisitive, and creative, with a passion for continuous improvement
• Works well with cross-functional global and remote teams.
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements.
• Comfortable working in a fast-paced, enterprise environment

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

• Understanding of cloud-based infrastructure, platform, and application services
• Experience in enterprise scale Linux Administration
• Operational knowledge in application and database level monitoring and troubleshooting (like Java applications, Tomcat and RDS Postgres)
• Hands-on experience with Amazon Web Services (AWS)
• Understanding of microservices architecture (like Kubernetes and Docker), monitoring tools (like New Relic or Datadog), basic administration of web servers (like Tomcat) and network (like DNS, VPN) is a plus
• Partner with internal clients, like Security, Provisioning, Product Support to align business goals with implementation results
• CKA/Kubernetes certification is mandatory for this role.

• 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