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Senior Manager, Cloud Operations, FedRAMP

Job Category: Engineering & Cloud

Meet Our Team:

The Pegasystems Cloud Operations Team is responsible for the reliability and availability of Pegasystems cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, Krakow, and the East Coast of the United States. We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support & mentorship needed to learn and grow.

_Due to the nature of work with FedRamp, US Citizenship is required._

Picture Yourself at Pega:

As a high caliber technical thought leader, the Senior Manager of Cloud Operations, will own cloud operational execution by ensuring proactive management of all cloud related service issues in a timely manner.

At Pega, in this position, the technologies you will lead with include Pega Cloud hosted on multi-cloud platforms (AWS, GCP), Microservices (Kubernetes, Docker), Databases (PostgreSQL, MongoDB, Cassandra), Network Connectivity (Private Link, Direct Connect), Migration Tooling (AWS DMS, GCP DMS), GenAI (Azure OpenAI, AWS Bedrock, GCP Gemini), Observability (Grafana), etc. This is a role of significant responsibility, oversight, and visibility – and will function as second in command to the Senior Director of Cloud Operations.

What You'll Do at Pega:

• Be instrumental in spearheading key initiatives within Pega Cloud in the dual role of global tribe leader for Network Operations and chapter leader for FedRAMP US Operations developing quarterly roadmaps and providing requirements to Cloud Engineering. Adopt an approach characterized by a profound sense of ownership, accountability, and a collaborative spirit.

• Manage the day-to-day technical operations and service reliability process with focus on cloud service and delivery, including handling and mitigating customer escalations

• Provide strategic technical oversight to ensure operational effectiveness, including 24x7 coverage planning, and highest quality interactions with clients

• Develop and grow a global team of highly capable and technically talented problem-solving engineers

• Drive the team to possess the tenacity to delve to the root of the problem quickly, understand why it happened, and prevent it from reoccurrence

• Create a culture of ownership and accountability – ensure global teams understand their objectives and are provided the tools and guidance to be successful

• Influence product teams on defects, features, and enhancement requests to help build scalable, reliable, observable, available and highly performant services

• 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

• Be able to manage 24x7x365 FedRAMP Operations (US citizenship and residency required)

Who You Are:

• Dedicated to the success of the global Cloud Operations organization, you are a thought leader who can drive technical innovation and change. You have a keen aptitude for understanding complex cloud related customer and partner needs and are quickly able to gain the insight needed for issue resolution

• 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

• Bachelor’s degree in computer science/engineering or equivalent

• AWS Certification, a plus

What You've Accomplished:

• 8+ years of expertise in technical management focused on managing and operating cloud services for Global Enterprise organizations

• 5+ years of operational experience on Multi-Cloud (Amazon Web Services or Google Cloud) leading 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, observability, systems performance management, microservices (Kubernetes), Java architecture, platform resiliency and secure network connectivity

• Strong appetite to standardize customer deployments

• Experience in defining and implementing automation opportunities within an operations environment

• Establish organizational metrics to measure and manage performance and progress

• Be able to translate customer expectations into actionable operational and proactive tasks

• Strong ability to adapt and learn quickly

• Superior verbal and written skills, as well as high attention to detail

• Ability to promote a shared vision of success, translate that vision into an operational plan, and work collaboratively and cross-functionally to achieve a positive outcome in the face of obstacles, challenges, and set-backs

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

• The world’s most innovative organizations as reference-able clients \#LI-KH2

Job ID: 22412

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