Manager, Pega systems

As a PEGA Manager at Owens & Minor, your primary responsibility will be to lead and manage the support operations for PEGA-based applications. Your role will involve ensuring high availability, performance, and reliability of PEGA applications while leading a team of support developers/analysts. Your key responsibilities will include: - Leading and managing the PEGA maintenance & support team to ensure timely resolution of incidents, service requests, and problems. - Continuously improving maintenance & support processes, including standard SDLC methods, peer code review, and defect tracking and resolution. - Proactively managing and directing teams to deliver quality and timely solutions and fixes across the organization. - Hiring, coaching, and mentoring subordinate staff. - Working closely with technical and functional personnel and vendors to implement and support solutions. - Monitoring application performance, proactively identifying and resolving issues. - Collaborating with development, QA, and infrastructure teams to ensure seamless deployment and support. - Managing SLAs and KPIs for support operations, providing regular reporting to stakeholders. - Driving root cause analysis and implementing preventive measures for recurring issues. - Maintaining documentation for support processes, known issues, and troubleshooting guides. - Ensuring compliance with ITIL practices and organizational policies. - Participating in change management and release planning activities. - Providing architecture and design guidance to support/project teams. - Proposing comprehensive solutions based on business and technical requirements specifications. Qualifications: - Bachelor/masters degree in computer science, Engineering, or related field. - 7+ years of technical experience in PEGA platform with at least 2+ years in a support leadership role, solid experience in developing and implementing Pega solutions, including enterprise scale solutions. - Strong understanding of PEGA architecture, PRPC, and system administration. - Experience with PEGA versions 8.x and Pega Infinity. - Experience upgrading, supporting, and maintaining Pega applications. - Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira). - Passionate about continuous improvement. - Pega HealthCare experience is preferred. Pega Robotics and Pega Cloud experience is preferred. - Ability to lead, drive, and collaborate with diverse remote teams, managing through a matrix structure, and taking ownership for resolving business-critical problems and permanent solutions. - Excellent problem-solving, communication, and team management skills. - Ability to work in a fast-paced, 24/7 support environment. - PEGA CLSA or CSSA certification. - Experience with various Cloud platforms and technologies. - Implemented PEGA integration services using REST and SOAP services. - Experience working in agile teams following full development, testing, and deployment in short sprints. If this opportunity aligns with your career goals, please share your profile on heena.shaikh@owens-minor.com with the requested details. Thank you for considering this position at Owens & Minor.,