Principal Incident Commander

Pegasystems • Boston, MA

390d • Remote

About The Position

The Principal Incident Commander is a key role within the Incident Management Team at Pega, responsible for managing major incidents related to Pega's Cloud Software-as-a-Service (SaaS) product. This position involves proactive and reactive incident management, ensuring effective communication and resolution of incidents while adhering to service level agreements (SLAs). The role requires strong leadership and technical expertise to support customers and drive continuous improvement in incident management processes.

Requirements

• Proven executive presence and effective communication skills.
• ITILv3 certified with experience in cloud environments (AWS, Azure, GCP) and ticketing systems.
• 5-8 years of experience in incident management, problem-solving, and process improvement.
• Ability to thrive in fast-paced environments and adapt to changing priorities.
• Strong team-building skills and ability to collaborate with diverse teams.

Nice To Haves

• Experience in managing complex incidents and facilitating bridge calls.
• Recommendations for process improvements and performance measurements.
• Effective communication of incident status and operational inefficiencies.

Responsibilities

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed