Lead Pega Engineer
Description
Role Summary
The Pega BAU Support resource will be responsible for day-to-day operational support, monitoring, issue resolution, and minor enhancements for Pega-based applications in production and lower environments. The role focuses on stability, performance, and business continuity, ensuring SLAs are met and issues are resolved efficiently with minimal business impact.
Required Skills & Experience
Technical Skills
- Strong hands-on experience with Pega Platform with around 10 to 12 years of experience.
- Experience supporting production Pega applications
- Good understanding of:
- Case Management
- Flows and assignments
- Integrations
- Decisioning basics
- Experience with Pega logs, alerts, and monitoring tools
- Basic SQL knowledge for data analysis
- Understanding of web technologies (HTTP, REST, JSON, XML)
Key Responsibilities
Production & BAU Support
- Provide L2/L3 support for Pega applications in Production and non-Production environments
- Monitor application health, queues, jobs, and integrations
- Analyze and resolve incidents, service requests, and defects within defined SLAs
- Perform root cause analysis (RCA) for recurring or high-severity issues
- Coordinate with infrastructure, database, network, and security teams as required
Issue Investigation & Troubleshooting
- Troubleshoot issues related to:
- Case processing, rules engine and workflows
- Integrations (REST/SOAP, email, file listener)
- Authentication and SSO
- Performance, session timeouts, and background processing
- Review Pega logs, alerts, and system metrics
- Use Pega tools such as:
- PDC (Predictive Diagnostic Cloud)
- Performance Analyzer (PAL)
- Pega cloud environments and System Management tools
BAU Enhancements & Maintenance
- Implement minor enhancements, rule changes, and configuration updates
- Support rule fixes in:
- Flows, Activities, Data Transforms
- Decision rules
- UI sections and harnesses
- Perform data fixes using approved approaches
- Apply hotfixes and support patch deployments
Monitoring & Automation Support
- Monitor and support:
- Queue Processors and Job Schedulers
- Background agents and automations
- Identify performance bottlenecks and recommend optimizations
- Ensure backlog processing and automation health
Release & Environment Support
- Support deployments and post-release validation
- Assist with smoke testing and regression support
- Ensure environment stability after releases
- Support environment refreshes and configuration validation