Senior Cloud Operations Engineer, Infrastruture

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.

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, * 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#LI-KH2, Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people-not replace them. We may use AI-enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support., For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

• 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

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.

At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

This same mindset shapes how we work, encouraging curiosity, continuous learning, and smarter ways of working with AI. At Pegasystems, we believe the best ideas come from curious people who embrace change, learn continuously, and use AI to work smarter and move faster. Guided by our values, we bring a growth mindset to every challenge and create lasting impact together.