Pega CSSA Support Engineer/Administrator

Key Responsibilities :

Pega Platform Monitoring & Health Management :

- Monitor Pega platform health and application performance across environments.

- Analyze and track alerts from Pega Diagnostic Cloud (PDC) and ensure timely resolution.

- Create, manage, and follow up on Jira tickets for PDC exceptions and platform issues.

- Perform regular environment health checks and readiness assessments.

- Monitor Pega background processing activities including :

1. Job Schedulers

2. Queue Processors

3. Agents and listeners

- Review application logs, alerts, and system metrics to identify recurring issues and recommend preventive actions.

- Proactively identify platform risks and operational improvements.

Production Support & Issue Troubleshooting :

- Provide L2 production support for Pega applications and platform-related issues.

- Perform incident triaging and identify the appropriate resolution team.

- Analyze production issues using Pega troubleshooting tools including :

1. Pega Tracer

2. Clipboard

3. Live UI

4. System Management tools

- Troubleshoot :

1. Stuck cases

2. Data inconsistencies/mismatches

3. Configuration issues

4. Application performance issues

5. Environment-related problems

- Resolve configuration and operational issues wherever possible without development team involvement.

- Coordinate with L3 engineering teams for code-related defects and track issues through closure.

- Ensure adherence to production support SLAs/SLOs.

Release & Environment Support :

- Support application deployments and release activities across development, testing, and production environments.

- Coordinate with engineering teams during release cycles.

- Perform post-deployment validation and health checks.

- Monitor integrations, services, interfaces, and listeners to ensure smooth functioning.

- Work with Pega Support and Pega Cloud Support teams whenever required.

- Assist in troubleshooting deployment and environment-related issues.

Knowledge Management & Collaboration :

- Create and maintain documentation for common issues, troubleshooting steps, and resolutions.

- Build and maintain knowledge repositories for recurring production incidents.

- Collaborate effectively with :

1. Business teams

2. L1 Support teams

3. Pega Platform teams

4. Application Engineering teams

- Drive continuous improvement initiatives to enhance support processes.

Required Skills & Experience :

- 5.2 - 8 years of experience working on Pega Platform Administration, Application Support, or Production Support roles.

- Strong hands-on experience in Pega application operations and troubleshooting.

- Good understanding of Pega platform architecture and support processes.

- Experience working with Pega Diagnostic Cloud (PDC) for monitoring and issue analysis.

- Hands-on knowledge of Pega troubleshooting tools :

1. Tracer

2. Clipboard

3. Live UI

4. Pega Log Analyzer (PLA)

- Good understanding of :

1. Pega alerts

2. Performance troubleshooting

3. Application logs

4. System health monitoring

- Experience supporting Pega Cloud environments and related support activities.

- Exposure to Pega deployment processes and release management activities.

- Basic understanding of infrastructure concepts :

1. JVM

2. Memory management

3. Cache

4. Traffic/load handling

5. Certificates

6. Application servers

Preferred Qualifications :

- Pega CSSA Certification is mandatory/preferred.

- Experience working with enterprise-scale Pega applications.

- Familiarity with monitoring tools such as Grafana is an added advantage.

- Experience working in ITIL-based production support environments.

Key Competencies :

- Strong analytical and troubleshooting skills.

- Ability to perform root cause analysis and identify recurring issues.

- Good communication and coordination skills.

- Ability to work with multiple teams in a production support environment.

- Strong ownership mindset with focus on operational excellence.

- Ability to prioritize and manage multiple incidents effectively.

(ref:hirist.tech)