Cloud Operations Engineer, Deployments

What You'll Do at Pega:

• Handle all Service Requests, Changes and release to resolve them within agreed SLA
• Perform Provisioning of new environments and Upgrade of the Infrastructure components & Product Application
• Work with Engineering towards resolving issues in the execution of the upgrade/provisioning activities
• Participate in testing of pre-release product enhancement testing with Engineering
• Work on automation and proactively build solutions within team to enhance the current process.
• Provide feedback on bugs and customer experience enhancements
• Identify the needs to automate repeated operational tasks and reduce toil         
• Rapidly gain in-depth knowledge of existing and new Pega technology stack and architecture
• Look out for opportunities to streamline the current process.

Who You Are:

• You are a member of Cloud Ops Deployment team who is skilled Cloud, OS, Middleware and DevOps Technologies.
• Strong analytical and problem-solving skills
• Proven professional and technical expertise in an enterprise environment supporting web applications with a focus on operational delivery excellence and customer service
• Possess customer obsession and proven empathy towards customers
• You are self-motivated, inquisitive, and creative, with a passion for continuous improvement and excellent people skills
• Partner with internal stakeholders, like Security, Provisioning, Product Support to align business goals with implementation results.

What You've Accomplished:

• 2 - 4 years of operational experience using Amazon Web Services, working in a team with a SaaS provider deploying and operating complex cloud platform at scale, that is highly available
• Deep understanding of cloud infrastructure technologies, methodologies, and operational tasks- including installations, upgrades, monitoring, systems performance management, Java architecture, platform resiliency, databases (PostgreSQL or Oracle), Cloud Networking, Client Connectivity, etc.
• At Pega, in this position, the technologies you will work with include Pega Cloud hosted on multi-cloud platforms (AWS, GCP), Microservices (Kubernetes, Docker), Databases (PostgreSQL, MongoDB and Cassandra), GenAI (Azure OpenAI, AWS Bedrock, GCP Gemini), Observability (Grafana), etc.
• Comfortable with one or more scripting languages.
• Basic network troubleshooting skills including TCP/IP, DNS, VPN
• Good understanding of ITIL process, specifically – Incident, Changes, Problems, Service Requests, etc.
• Ability to diagnose and identify the root cause solve problems by proposing/assist in implementing the solutions
• Ability to work in a flexible self-managed team environment, advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
• Proven ability to interact directly with clients at all levels and demonstrate effective communication and client-facing skills, including managing stressful situations and expectations
• Participate actively by self-learning and sharing knowledge with the team in new developments related to newer technologies with Pega.