Site Reliability Engineer, Deployment

Meet Our Team:

We are Seamless Deployment Services Tribe within Service Reliability Team(SRT) who ensures we keep our clients current with their Infra and Application components hosted on Pega Cloud to be a truly "as a Service Company". This team works 24X7 and operates across the region in follow the sun model. This team works directly with clients, internal teams and stakeholders to achieve the common goal of client success.

Picture Yourself at Pega:

The Systems Engineer (SE) is a key technical role within SRT and should be responsible for working on ensuring our clients are current with regularly upgrading and patching systems. This position develops customer satisfaction and loyalty by providing superior support services.

• Handle all Service Requests, Changes, and release to resolve them within agreed SLA.
• Perform Provisioning of new environments and Upgrade of the Infrastructure components & Product Application
• Work with Engineering towards resolving issues in the execution of the upgrade/provisioning activities.
• Participate in testing of pre-release product enhancement testing with Engineering.
• Work on automation and proactively build solutions within team to enhance the current process.
• Provide feedback on bugs and customer experience enhancements.
• Look out for opportunities to streamline the current process.

• B. E /B. Tech or equivalent.
• 3 - 5 years of Hosting and/or Cloud operations, NOC production support experience
• Managing Servers and application stack in Cloud preferably in PaaS, SaaS in the environments such as Amazon Web Services
• Knowledge of configuration automation tools (Ansible, Chef, Puppet)
• Intermediate to expert level experience in Linux OS, Docker, Kubernetes, Tomcat, Cassandra, Kafka, Helm, Terraform.
• Good if knowledgeable on basic RDBMS troubleshooting skills on PostgreSQL and Oracle.
• Comfortable with one or more scripting language like Python, Shell Scripting etc.
• Basic network troubleshooting skills including TCP/IP, DNS, VPN
• Good understanding of ITIL process specifically - Incident, Change, Problem, Service Request etc.
• Ability to work in a flexible self-managed team environment, advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
• Proven ability to interact directly with client at all levels and demonstrate effective communication and client-facing skills including managing stressful situations and expectations
• Participate actively by self-learning and knowledge sharing with the team in new technology developments related newer technologies with Pega.

• Strong analytical and problem-solving skills
• Configuring and Managing Cloud Hosted customer application and services.
• Troubleshooting and analyzing the issues across the Cloud stacks, Middleware and DevOps Stack
• Hands on with Linux and scripting techniques
• Partner with internal stakeholders, like Security, Provisioning, Product Support to align business goals with implementation results.

• 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 in the company