Meet Our Team:
The Incident Management Team is comprised of eight Principal Incident Commanders responsible for managing major incidents associated with Pega’s Cloud Software-as-a-Service (SaaS) product. Pega Cloud is a growing $1.3bn+ business with a 35% market growth.
Picture Yourself at Pega:
As Principal Incident Commander, you will play a key role in supporting clients through proactive and reactive incident management. Your role will involve managing the lifecycle of all incidents that include a variety of technologies, vendors, architectures, and support
What You'll Do at Pega:
- Incident Leadership: Serve as the primary contact for major incidents, leading incident bridges and driving resolution.
- Communication: Craft high-profile communications, under pressure, for clients and stakeholders.
- SLA Adherence: Monitor incidents, ensure SLA compliance, and participate in post-incident reviews.
- Problem Solving: Identify root cause, review incident trends, and implement improvement plans.
- Performance Monitoring: Track incident metrics, KPIs, and facilitate incident management meetings.
Who You Are:
You are a Principal Incident Commander and are enthusiastic about applying your expertise to help solve significant business problems.
- Strong Leadership: Proven executive presence and effective communication skills.
- Technical Expertise: ITILv3 certified with experience supporting products/applications in cloud environments (AWS, Azure, GCP).
- Incident Management: 5-8 years of experience in incident management within enterprise level organizations, operating with mature processes. Comfortable identifying action plans and holding teams accountable for restoration activities. Identifies opportunities for process improvements.
- Adaptability: Thrives in fast-paced environments and is comfortable with changing priorities.
- Teamwork: Strong team-building skills and ability to effectively collaborate across diverse teams with the goal of restoring service for clients.
What You've Accomplished:
- Incident Management: Managed complex incidents and facilitated bridge calls with client facing teams, driving teams service restoration efforts.
- Process Improvement: Provided recommendations for process improvements and performance measurements.
- Communication and Analysis: Effectively communicated incident status, assessed operational inefficiencies, and delivered concise recommendations.
- 5-8 years of proven Incident Commander management experience
- Prior experience working 24/7 365 days a year
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 of pay + bonus incentive, employee equity in the company
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