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Associate Engineer, Pega Operations Center - Return-to-Work Program

Job Category: Return-to-Work Program

Before You Apply:

*This position is not eligible for work authorization.*

About the Program:

At Pega, we understand that life happens. Whether you took a break to welcome a new family member, support a loved one, serve in the military, explore the world, or embark on a career shift through education, we're committed to smoothing your return to the workforce.

Pega’s Return-to-Work program is a 16-week paid “Returnship” for **experienced professionals who have at least 5 years of experience and are returning to the workforce after taking at least a 1-year hiatus** . This is your chance to showcase your expertise, refresh your knowledge, contribute to meaningful projects, and relaunch your career!

The program offers specialized onboarding and professional development opportunities, including mentorship and skills training in collaboration with our Learning and Development Team, to support your transition and growth.

Meet Our Team:

You will be a key member responsible for theavailability and reliability of Pegasystem'scloud 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.

Picture Yourself at Pega:

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'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

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

+ Understanding ofcloud-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)

Pega Offers You:

+ Opportunity to collaborate with diverse global teams on real-time, impactful projects and initiatives

+ Competitive salary and perks

+ Casual and fun work environment

+ Professional development and skills training in partnership with a specialized taskforce

+ Structured manager and mentor program

+ Support system from Return-to-Work Alumni

+ Potential for a full-time offer

Job ID: 21744

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity