Principal Escalation 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 - Pennsylvania - Remote | US - DC - Remote | US - New Hampshire - Remote | US - Virginia - Remote | US - Maine - Remote | US - Rhode Island - Remote | US - South Carolina - Remote | US - Vermont - Remote | US - Massachusetts - Cambridge | US - Virginia - DullesCopying...Meet Our Team:The Cloud Service Reliability team manages and maintains the applications hosted on Pega Cloud Services. With locations in the US, India and Sydney, we operate 24x7 in the _follow-the-sun_ model. 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.Picture Yourself at Pega:Pega is changing the way the world builds software. Our goal is to be the #1 CRM SaaS company in the world. As a Principal Escalation Manager, you will play a key role in Cloud Service Reliability Team to execute Pega’s critical incident escalation policies with a high sense of urgency. You will communicate the status of incidents both internally and externally, collaborate with cross-functional teams, and serve as a critical point-of-contact for escalated incidents. You will also analyze existing problems, prepare troubleshooting methodologies, and drive the SRE teams and service owners for speedy issue resolution.What You'll Do at Pega:+ Coordinate Escalation Response for complex service outages and contribute to the continuous improvement of Pega’s Incident Management processes and methodologies.+ Facilitate bridge calls with internal and external stakeholders for triage and service restoration activities.+ Manage incoming critical escalations from executives and/or key customers and coordinate the appropriate response across multiple functions to facilitate swift resolution of those situations.+ Set clear incident resolution objectives (exit criteria) and ensure that all the involved parties understand the issue, action plan, and path to remediation/resolution.+ Understand the upcoming and/or ongoing changes in the environment and correlate them with open incidents.+ Lead cross-functional post-incident process reviews to ensure continuous improvement of operations.Who You Are:You are an Escalation Manager with exceptional technical knowledge of cloud vendor infrastructure and architecture. You have demonstrated experience in leading internal and external escalation responses to complex incidents.+ Bachelor’s Degree or equivalent experience+ 5-9 years of Incident/Problem Management Experience+ 2+ years of direct or related experience in a SaaS or hosted application service provider environment+ Fast learner with excellent verbal and written communication skills+ Experience in driving situation management for highly escalated issues+ Comfortable in representing escalated issues (in real-time) to technical and non-technical teams+ A decisive individual with excellent judgment and decision-making abilities+ 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 work environment+ Experience in process improvement identification, recommendations, and implementation.+ Strong team-building skills and ability to effectively communicate with technical and non-technical personnelWhat You've Accomplished:+ Collaborated with cross-functional teams to deliver a unified support experience to customers.+ 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, executed incident resolution process, and ensured high levels of customer satisfaction.+ Used basic troubleshooting skills to analyze a problem and engaged other technical experts to investigate further based on the analysis.+ Worked directly with customers (as needed) to provide assurance and resources according to their requirements.+ 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 including pay, bonus incentive, and employee equity in the companyJob ID: 14582As 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