Senior Systems Engineer (PEGA)

Overview

Design, analyze, configure, support, and maintain of systems software solutions. Evaluate and monitor current and planned systems software solutions. To integrate, and maintain complex systems, ensuring seamless interaction between hardware, software, and networks to support organizational IT needs. Proactively address gaps with existing support processes, documentation, and prioritize accordingly. Guide configuration, debugging, and support for infrastructure and ensure all quality and change control standards are met. Work under minimal supervision and use complete understanding of business needs and objectives to support projects that have impact on the achievement of operational goals. Advanced skill set and proficiency with procedures and techniques.

Responsibilities

• Conduct routine analysis of business problems; evaluate, develop, and recommend specific technology products and platforms to provide cost-effective solutions that meet business and technology requirements
• Assist with root cause investigations and provide recommendations
• Assist in developing and implementing applicable quality and compliance standards, protocols and/or regulations
• Troubleshoot and debug errors during or after enhancements or upgrades to ensure system performance and availability goals are maintained
• Build working relationships with internal team members and subject matter experts, as well as other ETS staff, Automation Center of Excellence as well as end users in business teams
• Ensure system reliability, availability, and performance
• Oversee and prioritize ticket queues
• Provide on-call production support services as needed
• Advanced troubleshooting of live production issues and implement short-term fixes as well as long-term solutions
• Drives End to End Observability of applications, leading the identification and mitigation of any gaps that may exist with new/existing systems
• Develop, update, and maintain critical support documentation such as application Wikis and runbooks
• Monitoring the performance of Pega applications, identifying areas for improvement, and implementing solutions to optimize performance and stability
• Communicating effectively with both technical and non-technical stakeholders to understand requirements, provide updates on issue resolution, and manage expectations

• Experience supporting an enterprise-level environment
• Understanding of the architecture/environment needs of Pega systems-based applications
• Demonstrated ability to support the production needs of Pega applications
• Experience successfully collaborating with Pega developers and business partners on support needs and/or best practices
• Experience supporting Pega Robotic Solutions (RPA/RDA)
• Experience troubleshooting Runtime issues
• Experience monitoring and responding to PDC events and improvement recommendations
• Experience with Robot Manager
• Experience in leading collaborative work teams
• Strong organizational, planning and time management skills
• Strong verbal, written, and interpersonal communication skills
• Knowledge and understanding of Agile
• Knowledge and understanding of production support in a highly critical environment
• Knowledge of Azure technologies

• Pega Marketing experience
• Certified Pega Systems Architect
• Certified Pega Robotics System Architect
• Pega Certified Senior Systems Architect Certification (PCSSA)
• Foundational Knowledge of Azure Cloud