Principal Problem ManagerJob Category: Engineering & CloudLocation: US - Massachusetts - Remote | US - New Jersey - Remote | US - New York - Remote | US - Connecticut - Remote | US - Florida - Remote | US - Georgia - Remote | US - North Carolina - Remote | US - DC - Remote | US - Maryland - Remote | US - New Hampshire - Remote | US - Delaware - Remote | US - Maine - Remote | US - Rhode Island - Remote | US - South Carolina - Remote | US - Vermont - Remote | US - Virginia - RemoteCopying...Meet Our Team:The Cloud Service Reliability team manages and maintains the applications hosted on Pega Cloud Services. We work 24X7 and operate across multiple regions in the _follow the sun_ model. Our team works on customer service requests, change requests, infrastructure upgrades, and incidents. We also coordinate and facilitate all facets of the problem management process following the ITIL standards.Picture Yourself at Pega:Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world. As Principal Problem Manager of the Cloud Service Reliability team, you will play a key role in supporting customers through proactive incident/problem monitoring. You will manage the lifecycle of all incidents and problems, investigate existing and potential problems to prevent recurrence and minimize impact, manage/monitor assignment issues, and act as an initial point-of-contact for Problem Management issues daily.What You'll Do at Pega:+ Serve as the primary point of contact for all problems and incidents.+ Monitor all incidents and problems, ensuring that Service Level Agreements are adhered to.+ Participate in postmortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans.+ Communicate problems/incidents and their impact to respective stakeholders.+ Prevent incident and problem recurrence by implementing the appropriate fix.+ Track and manage the lifecycle of all incidents and problems by identifying the correct problem/change.+ Maintain an inventory of existing problems, analyze them, and track their status.+ Review problem trends and drive improvement plans periodically.+ Monitor Problem Management performance metrics, identify Key Performance Indicators (KPIs) and prepare Problem Management reports from time to time.+ Facilitate Problem Management meetings with an emphasis on recent incidents, trending problems, operational issues, etc.+ Be proactive in identifying problems, analyze and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.+ Understand the upcoming and ongoing changes in the environment and correlate them with open incidents.+ Collaborate with internal and Service Management teams, external stakeholders, and drive service improvement initiatives.+ Responsible for preparing daily/weekly/monthly Problem Management reportsWho You Are:You are a Principal Problem Manager/Incident Manager and are passionate about applying your expertise to help solve real business problems.+ Bachelor’s Degree or equivalent experience.+ 5-8 years of Incident/Problem Management Experience.+ 2+ years of direct or related experience in a SaaS or hosted application service provider environment.+ Demonstrate an analytical approach to problem-solving.+ Fast learner with excellent verbal and written communication skills.+ A good understanding of Change, Configuration, and Availability processes.+ Experience in leading small to mid-sized teams.+ Knowledge of public and private cloud vendor infrastructure and architecture concepts.+ ITILv3 and above certification.+ Practical knowledge of AWS / Azure.+ Experience using ticketing systems like Service Now, Remedy, Tivoli, etc.+ Comfortable working in a fast-paced environment with cross-functional, global teams.+ A solid understanding of the best practices in incident handling and problem management.+ Experience in process improvement identification, recommendations, and implementation.+ Strong team-building skills and ability to effectively communicate with both technical and non-technical personnel.+ Flexible and adaptable to changing priorities.What You've Accomplished:+ Managed complex incident/problem investigations.+ Provided recommendations for process developments, performance measurements, etc.+ Facilitated bridge calls with multiple participants for triage and service restoration activities.+ Driven service restoration efforts keeping diverse support teams focused on the tasks at hand.+ Effectively communicated incident status and details to a large auditory.+ Taken decisive actions and maintained strong situational awareness while working on tickets and issues in the environment.+ Assessed operational inefficiencies and delivered concise recommendations.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 ofpay + bonus incentive, employee equity in the companyJob ID: 14583As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.Accessibility – If you require accessibility assistance applying for open positions please contact. Employment Type: OTHER UNKNOWN