Senior Site Reliability Engineer

Meet Our Team:

The Pegasystems Site Reliability Team is the internal organization responsible for the reliability and availability of the Pegasystems Cloud Service offering. We operate as a Global follow the sun team with locations in Bangalore, Sydney, Krakow, PL and the East Coast of the United States. As a global organization we are diverse in our culture and capabilities. We are the first responders and provide proactive technical response to prevent client impacting incidents. We are called upon often to help diagnose complex issues and frequently consulted by client facing organizations for help in solving complex technology issues.

Picture Yourself at Pega:

Cloud Service Reliability Engineers are expected to take an active role in maintaining Pega Cloud platform health and high performance. This role will focus on an Operational aspect of Pega Cloud platform, especially on performing regular upgrades to the latest Pega Cloud version, regular health checks, and close cooperation with customer-facing Global Customer Service team on various customers' issues. This role requires troubleshooting skills, ability to work in 24/7 environment to accommodate customer maintenance windows and detailed-oriented approach when performing Cloud Operations tasks.

What You'll Do at Pega:

Responsible for the reliability and availability of Pegasystems cloud service offerings. Handle alerts, incidents, service requests and changes within SLA. Own customer escalations. Perform provisioning of new environments and upgrade of the Infrastructure components & Product application. Troubleshoot and resolve customers environment issues along with root cause analysis and blameless post-mortems. Influence product teams on defects, feature, and enhancement requests to help build scalable, reliable, observable, available and highly performant services. Create, review, and update operational runbooks and Standard Operating Procedures. Participate in testing of pre-release product enhancements with Engineering. Identify the needs and build tools to automate repeated operational tasks and reduce toil. Manage multiple projects simultaneously and able to adapt to changing business goals. Participate in after hours on call rotation including weekend shifts.

Who You Are:

• The ideal candidate is self-motivated, inquisitive and creative, with a passion for continuous improvement and excellent people skills.
• The person can work independently as well as with a team, leads by example, and demonstrates a commitment to quality development and operational practices.

What You've Accomplished:

• Requires a Bachelor’s degree in Computer Science/Engineering, or equivalent or related field; and
• 5 years of operational or engineering experience in any job title/occupation/position installing, configuring, troubleshooting, and tuning Java applications and Apache Tomcat application servers.
• Experience specified must include 5 years with enterprise scale Linux Administration.
• Experience specified must also include 2 years with the following:
  • microservices architecture with Kubernetes;
  • database troubleshooting and SQL skills including PostgreSQL or Oracle;
  • Basic network troubleshooting skills including TCP/IP, DNS, and VPN;
  • configuration automation tools (Ansible, AWS Cloud Formation or Terraform);
  • Bash/Shell, Python, or similar scripting languages to automate common tasks;
  • operational experience with Amazon Web Services (AWS), including operating and designing architecture based on most common Amazon Cloud services, including ALB, VPC, EC2, RDS, Cloud Formation, and Lambda;
  • cloud-based infrastructure, platform, and application operational administration - including product and platform upgrades, installations, backup, and recovery, monitoring and observability;
  • analyzing performance, using tools including thread and heap dumps utilizing JVM memory structure and garbage collection concepts;
  • Administration of web servers running Tomcat, Apache, IIS, or Nginx; and
  • ITIL process, including Incident, Change, Problem, Service Request and Escalations.
• May live anywhere in the US. Telecommuting permitted.
• Must work East Coast business hours.
• Must work shifts on rotation including weekend coverage.

Location:

Work Location: 1 Main Street, Cambridge, MA 02142.

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