Associate Engineer, Pega Operations Center

Associate Engineer, Pega Operations CenterJob Category: Engineering & CloudLocation: US - Arizona - Remote | US - Minnesota - Remote | US - Montana - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - North Dakota - Remote | US - Oregon - Remote | US - Utah - Remote | US - Washington - Remote | US - Wyoming - Remote

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Meet Our Team:You will be a key member responsible for the availability and reliability of Pegasystems 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 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

Work Hours 12 - 9 pm EST (9 - 6 pm PST)

Shift - Tuesday to Saturday

Who You Are:You are 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.What You've Accomplished:You are skilled in AWS, 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 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)

Certifications:

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

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