Associate Engineer, Pega Operations Center (9-6pm PT shift)

About the role

You will be a key member responsible for the availability and reliability of Pegasystem's cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast. 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.

What You'll Do At Pega

• 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 monitoring 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.
• Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams
• 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

Who You Are

• Possess customer obsession and proven empathy towards customers
• An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly
• 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

What You've Accomplished

You are a skilled engineer with experience in Kubernetes, AWS, Linux, technical support, and systems monitoring, with demonstrated success in the following areas:

• Strong understanding of cloud-based infrastructure, platform, and application services
• 1–2 years of experience administering Kubernetes in enterprise-scale environments
• 1–2 years of experience administering Linux in enterprise-scale environments
• 1–2 years of hands-on operational experience with Amazon Web Services (AWS)
• 1–2 years of technical experience supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure, including Java applications, Tomcat, Amazon RDS for PostgreSQL, New Relic, DNS, and VPN technologies
• Cloud Certification: AWS or GCP (Required)
• Kubernetes Certification (Preferably)
• Linux Administrator Certification (Preferably)

Pega Offers You

• 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

Base salary range for this role is 73,400 - 109,800 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range.

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