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Pega Production Support (Closed)

SkillStorm is seeking a Pega Production Support for our client in Jersey City, NJ OR Charlotte, NC. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.

Job Description:

  • This is an AML Production Support Senior Analyst team position within the Global Markets Application Support organization. The successful candidate will be responsible to support PEGA & JAVA based applications as a L1/L2 Production Support resource. He/She will be able to resolve simple to complex issues with applications that utilize PEGA technologies and will ensure that all incidents related to our supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control.
  • Responsibilities: This position is a hands-on technical role primarily handling applications built on a PEGA/CLM based platform. Candidates should have strong PEGA technology functional hands-on experience and should be in a position to restore BAU user incidents. He/She should understand the interfacing applications.
  • Provide application support in accordance with standard guidelines within the agreed SLAs.
  • Debug and identify production issues by analyzing code and reproducing the issue in lower environments.
  • Participate in high priority incident triage calls which may include but not limited to DB server issues, application server issues, Code issues, Data issues and network issues.
  • Partnering with L3 support teams and infrastructure support teams to resolve issues and drive problem management
  • Review service trends, identify themes, communicate risk and propose technical solutions
  • Monitor performance trends, system stability and trigger preventive actions

Required Background:

  • 2-3 years of experience working with/supporting Pega based applications
  • Significant background supporting applications that incorporate extensive PEGA service & data Integrations across multiple technologies.
  • ITIL Service Operations – Incident, Problem, & Alert Management
  • Business communications related to technical issues
  • Geneos ITRS monitoring system – Setup, configuration and day-to-day usability
  • Scripting in Python 3 / Shell Scripting
  • Job scheduling / Batch Management
  • Manage production support for mission critical systems

Desired Background:

  • Experience leading a Pega application production support or development team.
  • Pega PCSA certification

Required Skills:

  • Excellent communication skills
  • Expertise in server monitoring, Agents monitoring and Node management.
  • Experience working with / supporting highly integrated applications.
  • Should be responsible for monitoring and fixing the items in Workbaskets, broken queues, and Health check.
  • Should be able to verify and clean-up WL and WB assignment errors.
  • Should be able to produce reports using Report definition rule.
  • Should be able to train team members on PEGA application and incidents handling.
  • Good to have the knowledge of middleware tools/consoles, and Cesium Database.
  • Comfortable using the desktop MS Office suite of apps.

Desirable Skills:

  • Previous hands-on experience with Development, enhancements and code fixes of Pega based applications
  • Previous experience in handling Pega application production support incidents
  • Expertise in Pega Connectors rules and service rules.
  • Experience with monitoring tools: SPLUNK, App Dynamics, SiteScope and BofA tool - MIPS MRD

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