Senior Cloud Operations Engineer, Infrastructure

Senior Cloud Operations Engineer, Infrastructure

Job Category:
Engineering & Cloud

Location:

US
- Massachusetts
- Remote | US
- Massachusetts
- Waltham | US
- New Hampshire
- Remote

As a member of the Service Reliability Team (SRT), you will play a critical role in ensuring the reliability, availability, performance, and security of Pega’s cloud infrastructure platforms. We operate a global, follow‑the‑sun 24x7 model with teams across Krakow, Bangalore, Sydney, and the U.S. East Coast.

SRT values diversity, collaboration, intellectual curiosity, and a strong ownership mindset. We foster an environment that emphasizes mentorship, continuous learning, and operational excellence at scale.

This role will work 'swing' shift hours, 3pm-12am Eastern Time; please note, during an initial training period of approximately 3 months, this role will work 9am-6pm ET hours. Once training is completed, the role will transition to swing shift hours (3pm-12am ET.)

* Due to work with Fed Ramp, US Citizenship is required

In this role, you will work hands‑on with
cloud infrastructure and platform services
that underpin Pega’s SaaS offerings. You will take ownership of the systems you operate—digging deep to identify root causes, strengthening resiliency, and preventing recurrence through automation and operational rigor.

You’ll collaborate closely with Engineering, Cloud Engineering, Security, and Customer Support to deliver
best‑in‑class infrastructure reliability
for mission‑critical customer environments.

• Monitor, respond to, and resolve infrastructure alerts, incidents, service requests, and changes within SLA
• Own and drive customer-impacting escalations with a focus on stability and service restoration
• Provision, operate, and upgrade
  cloud infrastructure components
  across compute, storage, and platform services
• Troubleshoot complex infrastructure and platform issues, perform root cause analysis, and contribute to long‑term fixes
• Create, maintain, and continuously improve
  runbooks, SOPs, and operational standards
• Partner with Engineering on pre‑release validation and operational readiness of new platform capabilities
• Identify opportunities to automate manual or repetitive operational tasks and reduce operational toil
• Participate in infrastructure‑focused projects and adapt to evolving business and platform requirements
• Participate in an after‑hours on‑call rotation, including weekend coverage
• Support
  FedRAMP‑compliant environments
  (U.S. citizenship and residency required)

An experienced cloud operations or infrastructure engineer with a strong
platform and systems mindset. Self‑directed, analytical, and driven by continuous improvement and operational excellence. Comfortable collaborating with cross‑functional, globally distributed teams. Able to learn and adopt new tools, technologies, and operational patterns quickly. Effective in fast‑paced, enterprise‑scale environments. Customer‑focused, with empathy and accountability for production systems

• 3+ years supporting
  enterprise cloud infrastructure or cloud operations
  for SaaS platforms
• 2+ years of hands‑on experience operating
  AWS infrastructure services
  (experience with GCP a plus)
• 2+ years of Linux systems administration experience. Working knowledge of AWS services, including but not limited to:
  • EC2, EBS, S3
  • ELB / Load Balancing
  • VPC, Transit Gateway, Route 53
• Experience supporting highly available, fault‑tolerant cloud environments. Familiarity with infrastructure automation and scripting (Bash, Shell, Python, or similar)
• Exposure to networking concepts (DNS, load balancing, firewalls) as part of broader infrastructure operations AWS or GCP certification preferred CCNA/CCNP a plus, but
  not required
• Gartner…