Pega Operations Specialist (L2/L3 Support)

Key Responsibilities Monitor, maintain, and support Pega production environments to ensure high availability. Perform Incident, Problem, and Change Management activities as per ITIL processes. Troubleshoot application, integration, infrastructure, and performance-related issues. Manage application deployments, production releases, and post-deployment validations. Conduct environment health checks and proactively identify operational risks. Collaborate with Development, Infrastructure, DBA, Middleware, and Business teams for issue resolution. Monitor system performance and recommend improvements for stability and scalability. Support capacity planning, disaster recovery activities, and platform upgrades. Prepare and maintain operational documentation, SOPs, and knowledge base articles. Ensure adherence to SLAs, security standards, compliance policies, and operational procedures. Participate in on-call support and production release activities when required. Required Skills 6+ years of overall IT experience with hands-on experience in Pega Production Support/Operations. Strong knowledge of Pega Platform Architecture and production support activities. Experience in Pega deployments, troubleshooting, and environment management. Good understanding of Linux/Windows servers, databases, and middleware technologies. Knowledge of ITIL processes (Incident, Problem, Change, and Release Management). Experience in log analysis and root cause identification. Excellent analytical, troubleshooting, and communication skills. Ability to work in a fast-paced production support environment. Preferred Skills Pega CSA or CSSA Certification. Experience with Kafka and Elastic (ELK/Elastic Stack). Exposure to DevOps tools and CI/CD pipelines. Experience with monitoring tools such as Splunk, AppDynamics, Dynatrace, Grafana, or similar. Experience working on cloud platforms (AWS, Azure, or GCP). Knowledge of scripting (Shell/Python/PowerShell) is an added advantage. Key Responsibilities Monitor, maintain, and support Pega production environments to ensure high availability. Perform Incident, Problem, and Change Management activities as per ITIL processes. Troubleshoot application, integration, infrastructure, and performance-related issues. Manage application deployments, production releases, and post-deployment validations. Conduct environment health checks and proactively identify operational risks. Collaborate with Development, Infrastructure, DBA, Middleware, and Business teams for issue resolution. Monitor system performance and recommend improvements for stability and scalability. Support capacity planning, disaster recovery activities, and platform upgrades. Prepare and maintain operational documentation, SOPs, and knowledge base articles. Ensure adherence to SLAs, security standards, compliance policies, and operational procedures. Participate in on-call support and production release activities when required. Required Skills 6+ years of overall IT experience with hands-on experience in Pega Production Support/Operations. Strong knowledge of Pega Platform Architecture and production support activities. Experience in Pega deployments, troubleshooting, and environment management. Good understanding of Linux/Windows servers, databases, and middleware technologies. Knowledge of ITIL processes (Incident, Problem, Change, and Release Management). Experience in log analysis and root cause identification. Excellent analytical, troubleshooting, and communication skills. Ability to work in a fast-paced production support environment. Preferred Skills Pega CSA or CSSA Certification. Experience with Kafka and Elastic (ELK/Elastic Stack). Exposure to DevOps tools and CI/CD pipelines. Experience with monitoring tools such as Splunk, AppDynamics, Dynatrace, Grafana, or similar. Experience working on cloud platforms (AWS, Azure, or GCP). Knowledge of scripting (Shell/Python/PowerShell) is an added advantage.