Principal Incident Commander

Meet Our Team:

The Incident Management Team is comprised of eight Principal Incident Commanders responsible for managing major incidents associated with Pega’s Cloud Software-as-a-Service (SaaS) product. Pega Cloud is a growing $1.3bn+ business with a 35% market growth. As Principal Incident Commander, you will play a key role in supporting customers through proactive and reactive incident management. Your role will involve managing the lifecycle of all incidents that include a variety of technologies, vendors, architectures, and support.

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:

• Incident Leadership: Serve as the primary contact for major incidents, leading incident bridges and driving resolution.
• Communication: Craft high-profile communications under pressure for clients and stakeholders.
• SLA Adherence: Monitor incidents, ensure SLA compliance, and participate in post-incident reviews.
• Problem Solving: Identify root causes, review incident trends, and implement improvement plans.
• Performance Monitoring: Track incident metrics, KPIs, and facilitate incident management meetings.

Who You Are:

You are a Principal Incident Commander and are enthusiastic about applying your expertise to help solve significant business problems.

• Strong Leadership: Proven executive presence and effective communication skills.
• Technical Expertise: ITILv3 certified with experience in cloud environments (AWS, Azure, GCP) and ticketing systems.
• Incident Management: 5-8 years of experience in incident management, problem-solving, and process improvement.
• Adaptability: Thrives in fast-paced environments and is comfortable with changing priorities.
• Teamwork: Strong team-building skills and ability to collaborate with diverse teams.

What You've Accomplished:

• Incident Management: Managed complex incidents, facilitated bridge calls, and drove service restoration efforts.
• Process Improvement: Provided recommendations for process improvements and performance measurements.
• Communication and Analysis: Effectively communicated incident status, 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 of pay + bonus incentive, employee equity in the company