Pega Operations Support Lead

Location : Noida

Key Responsibilities :

- Lead the Pega production support team and ensure service level agreement compliance.

- Manage incidents, problem tickets, production deployments, and release activities.

- Perform issue analysis, root cause analysis, troubleshooting, and application performance monitoring.

- Coordinate with development, infrastructure, and business teams to resolve production issues.

- Prepare operational reports, mentor team members, and drive continuous service improvement initiatives.

Required Skills & Qualifications :

- 7-8+ years of experience in Pega Platform application support (Mandatory)

- Hands-on experience in Level 2 and Level 3 Production Support, Incident Management, Problem Management, and Change Management following Information Technology Infrastructure Library (ITIL) practices.

- Strong knowledge of Pega Case Management, issue troubleshooting, Root Cause Analysis, and application performance monitoring.

- Experience with ServiceNow or similar ticket management tools.

- Good knowledge of Structured Query Language (SQL), Linux/Unix operating systems, application servers, and production monitoring tools.

- Experience in production deployments, release management, and environment support.

- Pega Certified System Architect (CSA) or Pega Certified Senior System Architect (CSSA) certification is an added advantage.

- Strong communication, stakeholder management, analytical, problem-solving, and team leadership skills.