Meet Our Team
The Service Operations team holds operational responsibility for Major Incident, Escalation, Problem, and Change Management processes at Pegasystems. We are a small, globally distributed team with members based in the United States, India, Australia, and the United Kingdom. We operate 24 hours a day, five days a week, following a follow-the-sun support model.
We foster a culture of diversity, openness, intellectual curiosity, and proactive problem-solving. Our environment is designed to provide the support and mentorship needed for continuous learning and professional growth.
Picture Yourself At Pega
Pega is transforming how the world develops software. Our ambition is to become the leading CRM SaaS provider globally. As a Problem Manager within the Service Operations team, you will play a key role in supporting Pega's as-a-Service Client Experience initiative by:
- Minimising the impact of unavoidable incidents to ensure smoother client operations
- Preventing or mitigating recurring issues to reduce service disruptions
- Ensuring a seamless client experience from onboarding through to upgrades
- Supporting system reliability and user confidence to enable scalable growth
The Service Operations Problem Manager is a strategic, high-impact individual contributor role. You will enhance the client experience by conducting Root Cause Analysis (RCA) on Pega Cloud service and product issues that lead to multi-client incidents or affect priority accounts. You'll lead global Pega subject matter experts and partners in RCA investigations to uncover root causes, propose solutions, or implement mitigations. Your work will also identify operational improvements that enable earlier, proactive detection of potential incidents. On occasion, you may also meet with clients to present a full RCA overview.
What You'll Do At Pega
As a Service Operations professional, you will be responsible for identifying the root cause of client-impacting incidents and driving corrective actions to prevent recurrence.
Key Responsibilities Include
- Leading root cause analysis and remediation efforts to resolve underlying issues.
- Minimising service disruption by coordinating resources to resolve problems based on business priorities and documenting findings to prevent repeat incidents.
- Scheduling and facilitating monthly Problem Management Review Meetings with relevant stakeholders.
- Improving problem categorisation accuracy and metrics by identifying the true root cause or triggering event.
- Assigning and tracking preventive actions for known incidents and problems across Pega teams until completion.
- Managing the problem queue, updating statuses, and keeping stakeholders informed of progress.
- Creating and maintaining internal and external knowledge documentation for known errors.
- Facilitating data collection and analysis to support long-term solutions.
- Analysing incident trends to identify recurring issues and prioritise problem-solving efforts.
- Collaborating closely with the Incident Commander and Change Manager.
- Producing and sharing reports used across all functional groups.
- Identifying opportunities for automation and tooling to enhance the problem management process.
Who You Are
You are a Service Operations professional with a strong passion for applying your expertise to solve real business challenges and delivering the highest quality service experience to our clients.
- You are a collaborative team playerenthusiastic and committed to supporting the quality and success of Pega products.
- The ideal candidate is self-motivated, curious, and innovative, with a continuous improvement mindset and excellent interpersonal skills.
- You are eager to learn the Pega platform and approach complex challenges with a problem-solving mindset, particularly in applying Site Reliability Engineering (SRE) principles.
- You can work independently as well as within a team, lead by example, and demonstrate a strong commitment to quality development and operational excellence.
- You thrive in fast-paced, dynamic technology environments.
- You treat continuous process improvement not just as a responsibility, but as a habit, and you are relentless in resolving issues thoroughly.
- You possess strong storytelling skills, enabling you to communicate ideas and solutions effectively
What You've Accomplished
- 5+ years of experience in an IT Service Management role, preferably in a Problem Management function
- Bachelor's degree in information technology, Business, or related field
- ITIL v3 or v4 Foundations Certification
- Experience with RCA methodology, such as 5-whys, Apollo, Kepner-Tregoe, etc.
- Experience running a Problem Management process in a large enterprise
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
Job ID: 23350
