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At Pega, you will ensure the reliability, availability, and security of Pegasystems cloud services. You will act as a mentor in the Pega Cloud area for other parts of the Pega organization and recommend optimal usage of cloud resources by performing capacity planning and reviews, which include the cost of running infrastructure. Your responsibilities will include handling alerts, incidents, service requests, and changes within SLA, owning customer escalations, and performing provisioning and upgrades of the infrastructure components and solutions. You will troubleshoot and resolve customer environment issues, conduct root cause analysis, and participate in blameless post-mortems. Additionally, you will influence product teams on defects, features, and enhancement requests to help build scalable, reliable, observable, available, and highly performant services. You will also create, review, and update operational runbooks and Standard Operating Procedures, participate in pre-release product enhancement testing with Engineering, and identify the needs to build tools to automate repeated operational tasks and reduce toil. Managing multiple projects simultaneously and adapting to changing business goals will also be part of your role.
