Lead PEGA Support Engineer

As a Lead Pega Support Engineer, your role involves overseeing the maintenance, support, and optimization of Pega based applications. You will play a critical role in ensuring system stability, managing incident resolution, and driving continuous improvement across the Pega ecosystem. Your deep technical expertise and strong leadership skills will be essential in supporting business-critical workflows and collaborating across teams. **Key Responsibilities:** - Lead the support and maintenance of Pega applications, ensuring high availability and performance. - Manage and resolve incidents, service requests ensuring timely resolution and escalations related to Pega applications. - Monitor system health, logs, and performance metrics using tools like PDC, logs to proactively identify and address issues. - Collaborate with Development, QA, and infrastructure teams to troubleshoot and resolve complex problems. - Maintain and enhance support documentation, knowledge base articles, and runbooks. - Oversee deployment activities in coordination with DevOps. - Ensure compliance with SLAs, security standards, and audit requirements. - Provide mentorship and guidance to junior support engineers. - Participate in root cause analysis and post-incident reviews to drive long-term improvements. - Stay current with Pega platform updates, best practices, and emerging technologies. **Required Skills & Qualifications:** - Bachelors degree in Computer Science, Information Technology, or related fields. - Minimum 5+ years of overall experience and 3+ years in PEGA support as lead. - Strong understanding of PEGA PRPC architecture, Case Management, and Rule Resolution. - Experience in leading support team. - Experience in troubleshooting PEGA applications, logs, and performance issues. - Familiarity with incident management tools (e.g., ServiceNow, JIRA). - Excellent communication and analytical skills. - PEGA CSA, CSSA certified. - Exposure to PEGA Diagnostic Cloud and PEGA Deployment Manager. - Exposure to REST/SOAP integrations and external system troubleshooting. In addition, experience in PEGA CLM/KYC frameworks and knowledge of the financial services domain and regulatory compliance would be considered advantageous for this role.,