Job Description
Meet Our Team:
The Global Service Organisation team deliver outstanding levels of service and satisfaction to our clients by creating, operating and continuously improving a robust operational framework that is well communicated, transparent and proactive. Our goal is to create unprecedented levels of trust with both our clients and internal stakeholders.
Picture Yourself at Pega:
Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world. As a Principal Escalation Manager, you will play a key role in the Global Service Operations Team to execute Pega’s critical escalation policies with a high sense of urgency. You will communicate the status of incidents both internally and externally, collaborate with cross-functional teams, and serve as a critical point-of-contact for escalated incidents. You will also analyze existing problems, prepare troubleshooting methodologies, and drive the SRE teams and service owners for speedy issue resolution.
What You'll Do at Pega:
Work on application, service, and infrastructure Major Incidents. Minimize downtime through a proactive and effective incident resolution process. (This role plays an integral part in the uptime availability of services to our customers). Facilitate incident bridge calls towards resolution and communicate periodic updates to a vast internal audience. Understand the upcoming and ongoing changes in the environment and correlate them with open incidents. Who You Are:
Bachelor’s Degree or equivalent experience. 5-9 years of Incident/Problem Management Experience. 2+ years of direct or related experience in a SaaS or hosted application service provider environment. Fast learner with excellent verbal and written communication skills. Knowledge of public and private cloud vendor infrastructure and architecture concepts. ITILv3 and above certification. Practical knowledge of AWS / Azure. Experience using ticketing systems like Service Now, Remedy, Tivoli, etc. Comfortable working in a fast-paced work environment. A solid understanding of the best practices in infrastructure and application monitoring, and incident handling. Experience in process improvement identification, recommendations, and implementation. Strong team-building skills and ability to effectively communicate with technical and non-technical personnel. What You've Accomplished:
Facilitated bridge calls with multiple participants for triage and service restoration activities. Driven service restoration efforts keeping diverse support teams focused on the tasks at hand. Effectively communicated incident status and details to a large auditory. Taken decisive actions and maintained strong situational awareness while working on tickets and issues in the environment. Assessed operational inefficiencies and delivered concise recommendations. 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 ofpay + bonus incentive, employee equity in the company #LI-SK1
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