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

    • Apply for this Position

    Ready to join ? Click the button below to submit your application.

    Submit Application