Lead PEGA Support Engineer

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Job Summary

We are seeking a highly skilled and proactive Lead Pega Support Engineer to oversee the maintenance, support, and optimization of our Pega based applications. This role is critical in ensuring system stability, managing incident resolution, and driving continuous improvement across our Pega ecosystem. The ideal candidate will combine deep technical expertise with strong leadership and communication skills to support business-critical workflows and collaborate across teams.

PEGA Client Lifecycle Management (CLM) / Know Your Customer (KYC)

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

Bachelor's 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

Good to Have

Experience with PEGA CLM/KYC frameworks

Knowledge of financial services domain and regulatory compliance