Pega Application Production Support Engineer

Lead I - Software Engineering

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

The Pega Application Production Support Engineer will be responsible for providing technical support and maintenance for Pega applications. The role requires troubleshooting, resolving system issues, optimizing application performance, and ensuring high availability and reliability of Pega systems in a production environment. The ideal candidate will work closely with development teams, business users, and IT support teams to resolve issues efficiently and improve system stability.

 

The opportunity:

·       Monitor Pega applications: Actively monitor production environments to ensure high availability, performance, and stability.

·       Incident Management: Identify, troubleshoot, and resolve incidents related to Pega applications. Collaborate with cross-functional teams to ensure timely resolution of production issues.

·       Root Cause Analysis: Perform root cause analysis on recurring issues, recommend permanent fixes, and participate in the continuous improvement of the application environment.

·       Change Management: Implement changes in the production environment, including patches, updates, and configuration changes, following established change management procedures.

·       System Maintenance: Plan and execute regular system maintenance tasks, including server health checks, performance tuning, and application optimization.

·       Log Analysis: Analyze application logs, error reports, and monitoring tools to detect potential issues and ensure application stability.

·       Service Requests: Handle service requests from business and operations teams related to Pega application enhancements, user access, and configuration changes.

·       Collaboration: Collaborate with the development team to understand new features and releases, ensuring smooth transitions into production.

·       Documentation: Maintain up-to-date documentation of processes, issue resolutions, and system configurations.

·       Support SLAs: Ensure that all support incidents are addressed within agreed service levels (SLAs), providing updates and reports to management.

 

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       Technical Expertise: Strong knowledge of Pega PRPC (Pega Rules Process Commander) application architecture and functionality.

·       Problem Solving: Proficient in diagnosing and resolving technical issues related to Pega applications, including performance bottlenecks.

·       Experience: 3-5+ years of experience in production support for Pega applications.

·       Monitoring Tools: Experience with monitoring and logging tools such as Splunk, AppDynamics, or Dynatrace.

·       Scripting & Automation: Familiarity with scripting languages (e.g., Python, Shell) for automating support tasks and improving system monitoring.

·       Database Knowledge: Hands-on experience with databases such as Oracle, SQL Server, or DB2.

·       Web Technologies: Knowledge of web services, APIs, and integration with Pega.

·       Soft Skills: Strong communication, teamwork, and customer service skills.

·       Ability to work under pressure and handle multiple priorities.

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location:   Remote

Compensation Range:   $82,000-$125,000

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

#UST

#CB

#LI-SJ1

#LI-Remote