Senior Pega Production Support Engineer

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Senior Software Engineer is a developing professional role. Responsible for providing 24/7 production support services for PRPC 8.x/24.x applications. Ensuring stability, reliability, and performance of production systems. Actively engaged in problem and incident analysis, including troubleshooting, resolution, and clear communication with stakeholders. Proactively monitors systems and addresses potential outages to minimize disruptions, ensuring continuous business operations. Effectively handles complex problems independently while aligning solutions with established industry standards and best practices. Demonstrates a high level of attention to detail when evaluating information, ensuring sound judgments and well-informed recommendations. Typically deals with variable application issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Moderate but direct impact through close contact with the businesses' core activities.

Responsibilities:

• The Pega application support analyst provides technical support for users of Pega Application.
• Utilizes good understanding of apps, support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with Pega full stack team for long term remediation.
• Participate in disaster recovery testing.
• Participate in application releases, from development, testing and deployment into production.
• Perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Make evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions by cooperating with Development colleagues to prioritize bug fixes and support requirements.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Provide BAU support for non-production and production application environments.
• Perform 1-2 code deployments a month as part of an on-call rotation. Typically, after hours.
• Develop a deep understanding of the end-to-end technical architecture and flow of supported applications.
• Investigate and resolve complex technical issues and bottlenecks.
• Contributes to the improvement of development processes and software architecture.
• Influence technical solutions by sharing knowledge and brainstorming within the team.
• Mentor junior engineers and provide technical guidance.

Technical/Functional Skills:

• 4+ years of Production Support Experience in PRPC 8.x/24.x
• 4+ years of experience in all phases of software development including design, configuration, testing, debugging, implementation, and support of large-scale, business centric and process-based applications.
• Experience implementing or supporting Pega in an enterprise environment.
• Background implementing or supporting Pega in the cloud or similar technology.
• Familiar with Pega tools like PDC (Pega Predictive Diagnostic Cloud) and BIX (Business Intelligence Exchange) is an added advantage.
• Cloud experience, preferably AWS with knowledge of services like EC2, S3, Lambda, RDS and CloudFormation.
• Proficiency in one or more programming languages such as Java, Python, or similar is an added advantage.
• A good understanding of Microservices architecture is an added advantage.
• Experience in working multiple OS (Unix, Linux, Win).
• Experience in any of the application monitoring tools like AppDynamics, Splunk, Kibana and Datadog is an added advantage.
• Provide call support during critical issues.
• Handling Production Ticket/Issues.
• Vulnerability Remediation by applying monthly patching.
• Should be open to work a 24/7 rotational shift (if required).
• Exposure to SRE (Site Reliability Engineering) principles.
• Deep understanding of software architecture and design principles.
• Strong communication, analytical, technical, and problem-solving skills.
• Strong debugging and troubleshooting skills.
• Experienced working in a Full stack environment.
• Experience working in Agile/Scrum environments using JIRA.
• Experience in Financial industry would be advantageous.
• Bachelor's degree in computer science or equivalent training

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.