Pega Support Engineer - Vienna, United States - TechWish

Description

Description:

Basic Responsibilities:

To serve as the technical subject matter expert for an assigned area providing moderately complex (Level 2) operational support to the organization. Ensure department objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, security, and integrity of systems. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may or may not be matrixed.

Responsibilities:

· Respond to end users for Incidents and Problems for multiple Pega applications.

· Support a team of Level 2 engineers for Pega applications

· Coordinate Level 3 Support when required

· Ensure compliance with corporate Incident, Problem and Change Management Practices, standards and procedures

· Provide comprehensive day-to-day operational support

· Support and coordinate recovery operations in the event of operational failure

· Recommend, develop, and maintain complete and accurate documentation for supported environments

· Coordinate availability and performance monitoring activities and execution of scheduled maintenance activities

· Provide technical support and troubleshooting

· Perform analysis of applications and enhancements for process improvement or re-engineering

· Coordinate, document and evaluate unit testing for software defects

· Ensure compliance with standards, practices and processes

· Perform root cause analysis to identify and resolve recurring technical problems

· Coordinate integration of solutions with existing applications; identify and resolve existing and potential conflicts to ensure compatibility

· Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization

· Build and maintain effective relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)

· Ensure clear, concise and effective communication of material

· Flexible to on-call rotation needs, open to work in shifts including weekend coverage as per needs

· Perform other duties as assigned

Qualifications:

· Bachelor's degree in Information Technology, or related field, or the equivalent combination of education, training, and experience

· 5+ years of experience in application support and incident and problem management

· 5+ years supporting Pega applications

· Experience in ITIL Service Operations including Incident, Problem, & Alert Management

· Experience leading/training junior team members on Pega application and incidents

· Strong knowledge of the PRPC Architecture and PRPC design and implementation

· Strong knowledge of Pega Application packaging, security, rulesets, portals, reports, and other Pega OOTB tools

Desired:

· Pega Certified System/Senior System Architect

· Strong experience on all Pega products including Robot Manager, Deployment Manager, AppFactory and CDH

· Extensive debugging skills in PRPC using tracer, clipboard and rules inspector

· Experience with PDC and server monitoring and agents monitoring

· Experience analyzing log files and reports from application sources