Director- Pega Operations

Job Description Role Overview

The Director – Pega Operations is responsible for operational excellence, platform stability, scalability, and governance of the Pega ecosystem. This role ensures high availability, performance, security, and compliance of Pega applications across production and non-production environments while enabling business agility and continuous improvement.

• Own end-to-end operational management of Pega platforms (On-prem / Cloud / Pega Cloud)
• Ensure 24x7 availability, performance monitoring, and incident management
• Drive capacity planning, scalability, and performance tuning
• Oversee environment health checks, upgrades, patches, and hotfixes

• Establish and govern ITIL-aligned Run operations
• Lead Major Incident Management (MIM) and root cause analysis (RCA)
• Reduce incident recurrence through problem management and automation
• Define and track SLAs, SLOs, and operational KPIs

• Oversee Dev, QA, UAT, Performance, and Production environments
• Govern CI/CD pipelines, deployment standards, and release readiness
• Ensure controlled releases, rollback strategies, and production validation
• Partner with Engineering and Delivery teams to ensure release quality

• Ensure platform compliance with enterprise security, regulatory, and audit standards
• Implement role-based access, segregation of duties, and audit logging
• Support SOC, SOX, ISO, and regulatory audits (especially BFSI)
• Manage vulnerability remediation and security patching

• Oversee Pega Cloud / Hybrid / On-prem infrastructure
• Optimize cost, performance, and resiliency
• Work with Network, Cloud, and Infra teams to ensure platform reliability
• Drive DR/BCP strategy, testing, and compliance

• Define operational standards, runbooks, and support models
• Establish platform governance and operational best practices
• Drive platform modernization, automation, and AIOps adoption
• Track and improve MTTR, availability, and deployment success rates

• Lead and mentor Pega L2/L3 support, SRE, and operations teams
• Act as primary operations escalation point for business and IT leadership
• Partner with:
  • Pega Engineering & Architecture
  • Business stakeholders
  • Vendors and Pega support
• Provide executive-level reporting and communication

• MUST be eligible for Reliability Security Clearance (last 5 years in Canada)

• Strong expertise in Pega Platform Operations (8.x)
• Experience with:
  • Pega Cloud
  • Kubernetes
  • Open Shift
  • CI/CD (Jenkins, Git, Dev Ops pipelines)
  • Monitoring tools (Splunk, Dynatrace, App Dynamics)
• Deep understanding of:
  • Pega performance
  • Clustering
  • Rule resolution
• Knowledge of:
  • Security
  • Authentication
  • Access controls

• 10–15 years in platform operations or enterprise application support
• 5+ years in leadership roles managing large, global teams
• Strong experience in BFSI or highly regulated environments
• Proven stakeholder and executive communication skills

• ITIL / ITSM alignment
• Strong governance and risk management mindset
• Experience with Agile / SAFe enterprise delivery models

• Pega certifications (CSA / CSSA / CLSA)
• Cloud certifications (AWS / Azure / GCP)
• ITIL certification
• Experience with AIOps and automation

• Platform availability & uptime
• Reduction in Sev 1 / Sev 2 incidents
• Release success rate
• MTTR improvement
• Audit and compliance outcomes
• Cost optimization and platform efficiency

• Program Management
• Digital:
  Pega

• 10+ years

• Minimum 5+ years leading Pega operations and support (non-negotiable given complexity)
• Proven expertise in:
  • Pega Architecture
  • Design
  • Implementation
  • Operational support
• Familiar with implementing automation and AI initiatives to improve operational efficiency
• Manage both Prod/non-prod App and Infra support teams (onshore/offshore)
• Good communicator and able to drive stability with quick issue resolution
• Vendor management (support with Pega Systems)
• Ability to establish standards and best practices while driving innovation
• Accountable for reducing incidents and improving performance
• Coach the team to improve productivity

Experience (Years): 8-10