About Pega :

Pegasystems develops industry-leading applications for sales, marketing, service, and operations.

Our solutions help Global 500 companies streamline operations, connect seamlessly with customers across channels, and adapt quickly to change.

Built on the unified Pega Platform, our applications enable rapid deployment, global scalability, and unmatched business agility.

Role Overview :

We are seeking a Senior Technology Operations Specialist to join our India Executive Administration and Operations team.

This mid-level management role supports Cloud Operations & Engineering through technical project management, process optimization, operational oversight, and budget control.

The ideal candidate will bring a blend of technical knowledge, operational excellence, and cross-functional collaboration skills, enabling them to manage large-scale cloud operations and engineering initiatives in a global environment.

Key Responsibilities :

Technical & Operational Management :

- Coordinate day-to-day support operations for Cloud Operations & Engineering, ensuring seamless system performance and service delivery.

- Manage resource allocation, global staffing schedules, and shift allowance systems.

- Oversee cloud service vendor contracts, purchase orders, and payment processing.

- Maintain operational readiness by collaborating with engineering teams on infrastructure requirements, deployment timelines, and service uptime.

- Track, monitor, and report on technical KPIs such as system performance, incident resolution timelines, and deployment success rates.

Project & Program Management :

- Lead governance processes (MBR/QBR), capturing action items and ensuring follow-through with technical and business stakeholders.

- Manage strategic technology initiatives including migration projects, tool rollouts, and process automation improvements.

- Partner with engineering teams to evaluate and implement new tools or platforms to enhance operational efficiency.

Strategic Collaboration :

- Work closely with global Cloud Operations leaders, architects, and engineering managers to align on operational and technology roadmaps.

- Facilitate coordination between Cloud Technologies, Product Engineering, and Global Client Support teams for incident escalation and resolution.

Process Optimization & Technical Reporting :

- Identify, design, and implement process improvements for cloud infrastructure management, deployment workflows, and service delivery.

- Develop data-driven dashboards and reports on operational metricscovering cloud costs, system uptime, automation adoption rates, and resource utilization.

- Use tools such as Power BI, Tableau, or similar analytics platforms for reporting and decision support.

Employee Engagement & Recognition :

- Lead recognition programs (Employee of the Month, Team Awards) and encourage managers to actively recognize technical contributions.

- Organize engagement activities, technical workshops, and hackathons for Cloud Operations teams.

Qualifications :

- Bachelors degree in Engineering, Computer Science, Information Technology, or equivalent.

- 410 years in technology operations, cloud service management, or IT project management.

- Experience with cloud platforms (AWS, Azure, or GCP) and familiarity with SaaS environments.

- Strong proficiency in MS Office Suite and reporting tools (Excel, Power BI, Tableau).

- Understanding of ITIL processes, service management, and incident response best practices.

- Ability to collaborate with engineering teams, vendors, and cross-functional global stakeholders.

- Excellent communication, analytical, and problem-solving skills.

- Resilient, adaptable, and capable of thriving in fast-paced technology environments