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Pega Platform Production Services Lead

Chandler, Arizona;

Job Description:

Position Summary

This is addition funded by OCNI for Pega Platform team.

  • Looking for a technical production support lead experienced with Incident and Problem Management.

  • Ability to work in a fast paced environment.

  • Actively engage and lead product support issues/incidents

  • Guides the team identify risk and issues along with mitigations plans and escalates as appropriate

  • . Ensure SLAs are met and escalate issues which needs attention.

  • Ensure system availability is not compromised.

  • Delivers clear and timely communications to impacted stakeholders.

  • Identifies and makes recommendations regarding work that will potentially proceed, be delayed or stopped when environment changes occur.

  • Ensures compliance with Corporate Change Standards and procedures, including maintenance of Systems of Record and delivery of quality project artifacts

  • .Engages Stakeholders and project team for the preparation and timely delivery of critical artifacts.

  • Identifies change controls and communicates risks and rewards associated with decisions and actions to stakeholders.

  • Coordination of cross-functional dependencies and deliverables for impacted business and technology groups.

Primary Skill

  • Powershell

Secondary Skill

  • Pega / PegaRules Process Commander PRPC

Required Skills

  • Understanding of Incident, Problem and Change Management

  • Strong knowledge and experience with Shell scripting.

  • Experience with IBM WebSphere Administration, IBM IHS, PegaPRPC, Linux, Java, SQL and Oracle

  • Experience with configuration of applications specific requirements on WAS (such as JDBC, JMS, Web Services, SSL, High Availability, Session Management, Security, Service Integration Bus etc.)

  • Strong written and oral communication skills

  • Strong analytical skills

  • 7-8 years of hands on application development experience and production support in Information Technology with at least 2 years in a lead role

Desired Skills

  • Working Knowledge with AutoSys

  • Working knowledge with Pega SMA, Pega Standard/Advance agents and SOAP/Rest connectivity

  • Pega certification - CSA

  • Experience with Pega Designer Studio

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

This is addition funded by OCNI for Pega Platform team.

  • Looking for a technical production support lead experienced with Incident and Problem Management.

  • Ability to work in a fast paced environment.

  • Actively engage and lead product support issues/incidents

  • Guides the team identify risk and issues along with mitigations plans and escalates as appropriate

  • . Ensure SLAs are met and escalate issues which needs attention.

  • Ensure system availability is not compromised.

  • Delivers clear and timely communications to impacted stakeholders.

  • Identifies and makes recommendations regarding work that will potentially proceed, be delayed or stopped when environment changes occur.

  • Ensures compliance with Corporate Change Standards and procedures, including maintenance of Systems of Record and delivery of quality project artifacts

  • .Engages Stakeholders and project team for the preparation and timely delivery of critical artifacts.

  • Identifies change controls and communicates risks and rewards associated with decisions and actions to stakeholders.

  • Coordination of cross-functional dependencies and deliverables for impacted business and technology groups.

Primary Skill

  • Powershell

Secondary Skill

  • Pega / PegaRules Process Commander PRPC

Required Skills

  • Understanding of Incident, Problem and Change Management

  • Strong knowledge and experience with Shell scripting.

  • Experience with IBM WebSphere Administration, IBM IHS, PegaPRPC, Linux, Java, SQL and Oracle

  • Experience with configuration of applications specific requirements on WAS (such as JDBC, JMS, Web Services, SSL, High Availability, Session Management, Security, Service Integration Bus etc.)

  • Strong written and oral communication skills

  • Strong analytical skills

  • 7-8 years of hands on application development experience and production support in Information Technology with at least 2 years in a lead role

Desired Skills

  • Working Knowledge with AutoSys

  • Working knowledge with Pega SMA, Pega Standard/Advance agents and SOAP/Rest connectivity

  • Pega certification - CSA

  • Experience with Pega Designer Studio

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21068989

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Taimour Khan [C]

Referral Bonus:

0