Associate Engineer, Pega Operations Center

A passionate engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environments. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders.

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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 monitor 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

Education / Certifications

• Cloud Certification: AWS or GCP (Required)
• Kubernetes Certification (Preferable)
• Linux Administrator Certification (Preferable)

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What You've Accomplished

You are skilled in AWS, Kubernetes ,Linux, technical support, and systems monitoring, and have accomplished the below:

• Understanding of cloud-based infrastructure, platform, and application services
• 1-2 years of experience in enterprise Kubernetes
• 1-2 years of experience in enterprise scale Linux Administration
• 1-2 years hands-on operational experience with Amazon Web Services (AWS)
• 1-2 years of technical knowledge in supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure (like Java applications, tomcat, RDS Postgres, New Relic, DNS, VPN, etc.)
• Must be eligible to support FedRAMP (US Citizenship)