Principal Cloud Operations Engineer, Networking

Pegasystems is a leading technology company focused on cloud service offerings. The Principal Cloud Operations Engineer will be responsible for ensuring the reliability, availability, and security of Pega's cloud infrastructure, while leading complex networking solutions and providing exceptional customer support.

Responsibilities:

• Be an expert in Pega Cloud networking fully understanding all concepts and technologies. Act as a mentor in Pega Cloud area for other parts of Pega organization
• Handle alerts, incidents, service requests and changes within SLA. Own customer escalations
• Perform provisioning and upgrade of the Infrastructure components & network solutions
• Troubleshoot and resolve customers environment issues along with root cause analysis and blameless post-mortems
• Influence product teams on defects, feature, and enhancement requests to help build scalable, reliable, observable, available and highly performant services
• Create, review, and update operational runbooks and Standard Operating Procedures
• Participate in testing of pre-release product enhancement testing with Engineering
• Identify the needs and build tools to automate repeated operational tasks and reduce toil
• Manage multiple projects simultaneously and able to adapt to changing business goals
• Participate in after hours on call rotation including weekend shifts
• Be able to support FedRAMP (US citizenship and residency required)

Requirements:

• US Citizenship is required due to the nature of the work with FedRamp
• Proven professional and technical experience in an enterprise cloud environment supporting SAAS applications with a focus on operational delivery excellence and customer service
• 8+ years of enterprise scale network operations or engineering experience
• 5+ years of hands-on operational experience with Amazon Web Services (AWS) network topology and services
• 5+ years Linux systems administration experience
• Proficient with deployment and management of AWS services - including but not limited to: PrivateLink, Direct Connect, Transit gateway, VPC, Route 53, ELB, EBS, EC2, S3
• Demonstrated proficiency in network administration in large datacenter environment- DNS/DHCP, Load Balancing (AWS ELB, F5 Networks), Firewalls (Cisco Systems, Juniper Networks), IPSEC VPN
• In-depth knowledge of and experience implementing dynamic IP routing protocols (BGP, MPLS/VPLS), CIDR and sub-netting (IPv4 and IPv6)
• Knowledgeable in solutions for network security, including WAF, IDS/IPS, DDoS protection
• Excellent network latency analysis, performance monitoring and troubleshooting skills
• Experience understanding scripting languages like Bash/Shell, Python, or similar
• Exposure to additional public clouds such as GCP or Azure, a plus