Job Description

Reference # : 17-03719Title : Pega Platform Support / Admin
Location : Plano, TX
Position Type : Direct Placement
Experience Level : Start Date : 04/16/2017
Pega Platform Support / Administrator

Be a part of creating the right solutions. Eclaro is looking for a Pega Platform Support / Administrator for our client in Plano, TX.

Eclaro’s client is one of the world's largest financial institutions, committed to providing the tools and services that bridge the gap between customers and their goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!

As the Pega Platform Support / Administrator, you will:
  • Identify possible production failure scenarios, create incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicate effectively with development and internal business operations teams
  • Identify vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services
  • Create and enhance administrative, operational, and technical policies and procedures, adopting best practice guidelines, standards and procedures
  • Take ownership of escalations and perform troubleshooting, analysis, research, and resolution using advanced query and programming skills
  • Perform analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision
  • Resolve complex issues.
  • Consult with end users to determine optimal configuration of equipment and applications
  • Work on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors
  • Exercise judgment within defined procedures and practices to determine appropriate action - should have increased awareness and exposure to basic technical principles, concepts, and techniques
  • May provide coaching and mentoring for other employees but not directly manage others
  • Initiate and provide leadership, strategic/tactical direction, and planning input on all information technology and client/business area issues and in the development of a technology environment which meets current and anticipated business requirements and objectives
  • Participate with management in the development of technology products, service standards, and development efforts that impact the client/business area
  • Serve as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints, and service requests
  • Provide the client areas with technology products and service alternatives that improve the production services environment

Employees in this job code manage a function but do not manage people.

Aim to provide stability across the ETASC BPM applications and supporting infrastructure - primary goal is to Drive Operational Excellence while maintaining the health of the applications for customers. Services Include:
  • Incident Management – partnering with L2 (SysOps) Support Team to ensure application availability and stability 24 x 5
  • Problem Management – responsible for the lifecycle of problem tickets, including prioritization, root cause analysis, corrective actions (code development, testing, implementation and communication), and post problem management
  • Change Support – partnering with L1 (TechOps) support team; responsible for service provider engagement, product and environment upgrades/maintenance, and disaster recovery exercise participation
  • Metrics and Reporting – standard incident, problem, and stability reporting
  • Effectively troubleshoot technical issues as they arise during the project lifecycle
  • Perform break/fix and enhancement work request (WR) application development, maintenance, and production support
  • Track and report service levels for application development, maintenance, and production support
  • Troubleshoot, diagnose, and resolve incidents/problems and outages of production environments
  • Handle problem root cause analysis and remediation
  • Perform chronic issue investigation for critical application issues
  • Lead proactive monitoring review and implementation
  • Work with engineering, sustain development, and/or infrastructure teams to implement break fix changes, code updates, config changes, and product enhancements in production
  • Perform proactive application stability analysis– investigate performance concerns, error analysis, improve maintenance processes, automation, and resolution of open issues
  • Provide on-call support for triaging problems and coordinate with various support teams across the organization and carry out activities related to incident and problem management

  • Minimum 5+ years of experience in supporting Java/J2EE based applications
  • 2+ years of experience in supporting Pega PRPC applications
  • 3+ Years of experience in working with Websphere App Server (configurations/administration)
  • Good working experience with Pega AES, SMA, and Pega performance analysis tools like PAL, DB Trace, Profiler
  • Good experience with deploying vendor (Pega) Hotfixes
  • Experience in supporting and monitoring JVMs, with ability to analyze heap and thread dumps
  • Knowledge and experience supporting applications in Cloud and Virtual server based environments
  • Experience with industry-leading monitoring tools link Splunk, Introscope, Sitescope etc.

  • Good Oracle database knowledge and support experience
  • Good Redhat Linux 7 troubleshooting skills
  • Ability to learn BPM technologies (Pega/Appian/Aris)
  • Willingness/flexibility to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases

  • Prior BPM (Pega/Appian/Aris) application administration or Support experience
  • Prior Websphere administration experience
  • Pega/BPM Development background is a big plus
  • Prior Production support experience in a complex environment
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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