Senior Cloud Operations Engineer, Deployments

Job Category:
Engineering & Cloud

Location:

US
- Massachusetts
- Waltham | US
- Virginia
- Sterling

As a member of Cloud Operations team, you will be a key member responsible for the reliability and availability of Pegasystems cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the East Coast of the United States. We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support and mentorship needed to learn and grow.

Due to contractual obligations with the US Government and Fed Ramp, US Citizenship is required

Shift

Description:

The standard work week will be five days per week, Monday-Friday. Shift hours are fixed and do not rotate day-to-day, rather on a monthly or quarterly basis (shifts of 8am-4pm or 3pm-12am.) This approach allows for stability in scheduling while ensuring coverage across our global teams.

You will have the opportunity to work on diverse problems and apply your expertise and experience to improve reliability of Pega Cloud Platform. You will take personal ownership of the systems you manage and possess the tenacity to delve to the root of the problem quickly, understand why it happened, and prevent it from recurring. By collaborating and communicating with customers and internal stake holders, you will deliver best in class support.

• Perform provisioning of new environments and upgrade of the infrastructure components and product application
• Perform decommission of existing environments
• Troubleshoot and resolve customers environment issues along with root cause analysis
• Create and maintain operational runbooks
• Identify and document Standard operating procedures for daily tasks
• Participate in testing of pre-release product enhancement testing with engineering
• Identify opportunities for automation of repeated tasks and reduce toil
• Write scripts to automate repetitive tasks
• Work with team on scheduling upgrade tasks / hotfixes and patches
• Manage / execute deployment of system updates / patches and hotfixes
• Monitor the teams ticket queue and work with team to distribute tickets in timely manner
• Monitor teams email distribution list for escalation / communication
• Prepare handoff documentation to work with other global teams
• Willing to be on-call to support customers on a rotational basis

• Proven professional and technical experience in an enterprise cloud environment supporting SaaS applications with a focus on operational delivery excellence and customer service
• You are self-motivated, inquisitive, and creative, with a passion for continuous improvement and excellent people skills
• Works well with cross-functional global and remote teams
• Demonstrated ability to learn new technologies, techniques, and tools quickly to meet our business requirements
• Comfortable working in a fast-paced, enterprise environment
• Possess customer obsession and proven empathy towards customers

• 5+ years of hands‑on cloud operational or engineering experience
• Current, direct experience deploying and managing applications on Kubernetes in a production environment
• 5+ years of experience with enterprise scale Linux Administration
• Hands‑on operational experience with Amazon Web Services (AWS) and/or Google Cloud Platform (GCP)
• Deep understanding of cloud‑based infrastructure, platform, and application operational administration - including product and platform upgrades, installations, backup, and recovery, monitoring and observability, etc.
• Experience with microservices architecture with Kubernetes is a plus
• Basic network troubleshooting skills…