Senior Cloud Operations Engineer, Infrastructure at Pegasystems

Job description

Job Category: Engineering & Cloud Location: US - Massachusetts - Remote | US - Massachusetts - Waltham | US - New Hampshire - Remote • Apply now • Share Share via Facebook Share via X Share via LinkedIn Share via Email Copy share link Copying... Copied! Meet Our Team: As a member of the Service Reliability Team (SRT), you will play a critical role in ensuring the reliability, availability, performance, and security of Pega’s cloud infrastructure platforms. We operate a global, follow‑the‑sun 24x7 model with teams across Krakow, Bangalore, Sydney, and the U.S. East Coast. SRT values diversity, collaboration, intellectual curiosity, and a strong ownership mindset. We foster an environment that emphasizes mentorship, continuous learning, and operational excellence at scale. This role will work 'swing' shift hours, 3pm-12am Eastern Time; please note, during an initial training period of approximately 3 months, this role will work 9am-6pm ET hours. Once training is completed, the role will transition to swing shift hours (3pm-12am ET.) *Due to work with FedRamp, US Citizenship is required Picture Yourself at Pega: In this role, you will work hands‑on with cloud infrastructure and platform services that underpin Pega’s SaaS offerings. You will take ownership of the systems you operate—digging deep to identify root causes, strengthening resiliency, and preventing recurrence through automation and operational rigor. You’ll collaborate closely with Engineering, Cloud Engineering, Security, and Customer Support to deliver best‑in‑class infrastructure reliability for mission‑critical customer environments. What You'll Do at Pega: • Monitor, respond to, and resolve infrastructure alerts, incidents, service requests, and changes within SLA • Own and drive customer-impacting escalations with a focus on stability and service restoration • Provision, operate, and upgrade cloud infrastructure components across compute, storage, and platform services • Troubleshoot complex infrastructure and platform issues, perform root cause analysis, and contribute to long‑term fixes • Create, maintain, and continuously improve runbooks, SOPs, and operational standards • Partner with Engineering on pre‑release validation and operational readiness of new platform capabilities • Identify opportunities to automate manual or repetitive operational tasks and reduce operational toil • Participate in infrastructure‑focused projects and adapt to evolving business and platform requirements • Participate in an after‑hours on‑call rotation, including weekend coverage • Support FedRAMP‑compliant environments (U.S. citizenship and residency required) Who You Are: An experienced cloud operations or infrastructure engineer with a strong platform and systems mindset. Self‑directed, analytical, and driven by continuous improvement and operational excellence. Comfortable collaborating with cross‑functional, globally distributed teams. Able to learn and adopt new tools, technologies, and operational patterns quickly. Effective in fast‑paced, enterprise‑scale environments. Customer‑focused, with empathy and accountability for production systems What You've Accomplished: • 3+ years supporting enterprise cloud infrastructure or cloud operations for SaaS platforms • 2+ years of hands‑on experience operating AWS infrastructure services (experience with GCP a plus) • 2+ years of Linux systems administration experience. Working knowledge of AWS services, including but not limited to: • EC2, EBS, S3 • ELB / Load Balancing • VPC, Transit Gateway, Route 53 • Experience supporting highly available, fault‑tolerant cloud environments. Familiarity with infrastructure automation and scripting (Bash, Shell, Python, or similar) • Exposure to networking concepts (DNS, load balancing, firewalls) as part of broader infrastructure operations AWS or GCP certification preferred CCNA/CCNP a plus, but not required 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 #LI-KH2 Additional Information Base salary range for this role is 102,400 - 153,200 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. Job ID: 23931 AI in Action – Responsible Use of AI in Recruitment Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support. All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used. Culture At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes. We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role. As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. This same mindset shapes how we work, encouraging curiosity, continuous learning, and smarter ways of working with AI. At Pegasystems, we believe the best ideas come from curious people who embrace change, learn continuously, and use AI to work smarter and move faster. Guided by our values, we bring a growth mindset to every challenge and create lasting impact together. Export Compliance For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals. Accommodations If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits. Labor Condition Applications Pegasystems Limited UK Gender Pay Gap Statement EEO/AA Policy Statement Your Employee Rights Under the Family and Medical Leave Act E-Verify Notice Employee Polygraph Protection Act Rights Privacy Notices U.S. Biometric Privacy Notice California (CCPA) EU, UK, Switzerland (GDPR) ANZ, Singapore, Hong Kong & Japan Brazil (LGDP) Ready to build a Blueprint? Choose the reinvention engine for your needs. For workflows & app design Reimagine your processes and turn any workflow into a build-ready application with confidence. Pega Blueprint® For marketing & CX strategy design Visualize customer journeys and engagement strategies across all touchpoints and activate them. Pega Customer Engagement Blueprint™ Share this page Share via Facebook Share via X Share via LinkedIn Share via Email Copy share link Copying... Copied!

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Job Category: Engineering & Cloud
Location: US - Massachusetts - Remote | US - Massachusetts - Waltham | US - New Hampshire - Remote
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SRT values diversity, collaboration, intellectual curiosity, and a strong ownership mindset. We foster an environment that emphasizes mentorship, continuous learning, and operational excellence at scale.
Due to work with FedRamp, US Citizenship is required
You’ll collaborate closely with Engineering, Cloud Engineering, Security, and Customer Support to deliver best‑in‑class infrastructure reliability for mission‑critical customer environments.
Monitor, respond to, and resolve infrastructure alerts, incidents, service requests, and changes within SLA
Own and drive customer-impacting escalations with a focus on stability and service restoration
Provision, operate, and upgrade cloud infrastructure components across compute, storage, and platform services
Troubleshoot complex infrastructure and platform issues, perform root cause analysis, and contribute to long‑term fixes
Create, maintain, and continuously improve runbooks, SOPs, and operational standards
Partner with Engineering on pre‑release validation and operational readiness of new platform capabilities
Identify opportunities to automate manual or repetitive operational tasks and reduce operational toil
Participate in infrastructure‑focused projects and adapt to evolving business and platform requirements
Participate in an after‑hours on‑call rotation, including weekend coverage
Support FedRAMP‑compliant environments (U.S. citizenship and residency required)
3+ years supporting enterprise cloud infrastructure or cloud operations for SaaS platforms
2+ years of Linux systems administration experience. Working knowledge of AWS services, including but not limited to: • EC2, EBS, S3

Nice-to-haves

2+ years of hands‑on experience operating AWS infrastructure services (experience with GCP a plus)
Exposure to networking concepts (DNS, load balancing, firewalls) as part of broader infrastructure operations AWS or GCP certification preferred CCNA/CCNP a plus, but not required
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company #LI-KH2

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