Senior Cloud Operations Engineer, Infrastructure

Pegasystems; Manchester (NH); On-site; USD 102,000 - 153,000; Full time

Job summary

Pega is seeking an experienced Service Reliability Team engineer to safeguard cloud infrastructure and platform services for our SaaS offerings. You will own systems, dig deep to identify root causes, and drive resiliency and automation to prevent recurrence.

You will collaborate with Engineering, Cloud Engineering, Security, and Customer Support to deliver reliable infrastructure for mission‑critical environments.

Qualifications

• 3+ years supporting enterprise cloud infrastructure or SaaS platforms.
• 2+ years operating AWS infrastructure services (GCP experience a plus).
• 2+ years Linux systems administration; familiar with AWS services (EC2, EBS, S3).
• Experience with infrastructure automation and scripting (Bash, Shell, Python or similar).
• Exposure to networking concepts; CCNA/CCNP a plus, but not required.

Responsibilities

• Monitor, respond to, and resolve infrastructure alerts, incidents, service requests, and changes within SLA.
• Own and drive customer-impacting escalations with a focus on stability and service restoration.
• Provision, operate, and upgrade cloud infrastructure components across compute, storage, and platform services.
• Troubleshoot complex infrastructure and platform issues, perform root cause analysis, and contribute to long‑term fixes.
• Create, maintain, and continuously improve runbooks, SOPs, and operational standards.
• Partner with Engineering on pre‑release validation and operational readiness of new platform capabilities.
• Identify opportunities to automate manual or repetitive operational tasks and reduce operational toil.
• Participate in infrastructure‑focused projects and adapt to evolving business and platform requirements.
• Participate in an after‑hours on‑call rotation, including weekend coverage.
• Support FedRAMP‑compliant environments (U.S. citizenship and residency required).

Skills

Cloud operations

Linux admin

AWS

Automation scripting

On-call handling

Tools

AWS services

GCP

Bash

Python

Networking basics

Job description

Meet Our Team

As a member of the Service Reliability Team (SRT), you will play a critical role in ensuring the reliability, availability, performance, and security of Pega’s cloud infrastructure platforms. We operate a global, follow‑the‑sun 24x7 model with teams across Krakow, Bangalore, Sydney, and the U.S. East Coast.

Meet Our Team

SRT values diversity, collaboration, intellectual curiosity, and a strong ownership mindset. We foster an environment that emphasizes mentorship, continuous learning, and operational excellence at scale.

This role will work 'swing' shift hours, 3pm-12am Eastern Time; please note, during an initial training period of approximately 3 months, this role will work 9am-6pm ET hours. Once training is completed, the role will transition to swing shift hours (3pm-12am ET.)

• Due to work with FedRamp, US Citizenship is required

Picture Yourself At Pega

In this role, you will work hands‑on with cloud infrastructure and platform services that underpin Pega’s SaaS offerings. You will take ownership of the systems you operate—digging deep to identify root causes, strengthening resiliency, and preventing recurrence through automation and operational rigor.

You’ll collaborate closely with Engineering, Cloud Engineering, Security, and Customer Support to deliver best‑in‑class infrastructure reliability for mission‑critical customer environments.

What You'll Do At Pega

• Monitor, respond to, and resolve infrastructure alerts, incidents, service requests, and changes within SLA
• Own and drive customer-impacting escalations with a focus on stability and service restoration
• Provision, operate, and upgrade cloud infrastructure components across compute, storage, and platform services
• Troubleshoot complex infrastructure and platform issues, perform root cause analysis, and contribute to long‑term fixes
• Create, maintain, and continuously improve runbooks, SOPs, and operational standards
• Partner with Engineering on pre‑release validation and operational readiness of new platform capabilities
• Identify opportunities to automate manual or repetitive operational tasks and reduce operational toil
• Participate in infrastructure‑focused projects and adapt to evolving business and platform requirements
• Participate in an after‑hours on‑call rotation, including weekend coverage
• Support FedRAMP‑compliant environments (U.S. citizenship and residency required)

Who You Are

An experienced cloud operations or infrastructure engineer with a strong platform and systems mindset. Self‑directed, analytical, and driven by continuous improvement and operational excellence. Comfortable collaborating with cross‑functional, globally distributed teams. Able to learn and adopt new tools, technologies, and operational patterns quickly. Effective in fast‑paced, enterprise‑scale environments. Customer‑focused, with empathy and accountability for production systems

What You've Accomplished

• 3+ years supporting enterprise cloud infrastructure or cloud operations for SaaS platforms
• 2+ years of hands‑on experience operating AWS infrastructure services (experience with GCP a plus)
• 2+ years of Linux systems administration experience. Working knowledge of AWS services, including but not limited to:
  • EC2, EBS, S3
  • ELB / Load Balancing
  • VPC, Transit Gateway, Route 53
  • Experience supporting highly available, fault‑tolerant cloud environments. Familiarity with infrastructure automation and scripting (Bash, Shell, Python, or similar)
  • Exposure to networking concepts (DNS, load balancing, firewalls) as part of broader infrastructure operations AWS or GCP certification preferred CCNA/CCNP a plus, but not required

Pega Offers You

• Gartner Analyst acclaimed technology leadership across our categories of products
• 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

Additional Information

Base salary range for this role is 102,400 - 153,200 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.