Pega Support Engineer || Merrifield, VA

2 weeks ago

Merrifield, United States Tanvi IT Full time

Pega Support Engineer – Enterprise System Support

Merrifield, VA (Hybrid - 2 days a week)



Basic Responsibilities:



To serve as the technical subject matter expert for an assigned area providing moderately complex (Level 2) operational support to the organization. Ensure department objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, security, and integrity of systems. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may or may not be matrixed.



Responsibilities:

Support a team of Level 2 engineers for Pega applications
Respond to end users for Incidents and Problems for multiple Pega applications
Coordinate Level 3 Support when required
Ensure compliance with corporate Incident, Problem and Change Management Practices, standards and procedures
Provide comprehensive day-to-day operational support
Support and coordinate recovery operations in the event of operational failure
Recommend, develop, and maintain complete and accurate documentation for supported environments
Coordinate availability and performance monitoring activities and execution of scheduled maintenance activities
Provide technical support and troubleshooting
Perform analysis of applications and enhancements for process improvement or re-engineering
Coordinate, document and evaluate unit testing for software defects
Ensure compliance with NFCU’s ISD standards, practices and processes
Perform root cause analysis to identify and resolve recurring technical problems
Coordinate integration of solutions with existing applications; identify and resolve existing and potential conflicts to ensure compatibility
Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
Build and maintain effective relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
Ensure clear, concise and effective communication of material
Flexible to on-call rotation needs, open to work in shifts including weekend coverage as per needs
Perform other duties as assigned



Qualifications:

Bachelor’s degree in Information Technology, or related field, or the equivalent combination of education, training, and experience
Working knowledge of banking/financial industry standards and practices
5+ years of experience in application support and incident and problem management
5+ years supporting Pega applications
Experience in ITIL Service Operations including Incident, Problem, & Alert Management
Experience leading/training junior team members on Pega application and incidents
Strong knowledge of the PRPC Architecture and PRPC design and implementation
Strong knowledge of Pega Application packaging, security, rulesets, portals, reports, and other Pega OOTB tools



Desired:

Pega Certified System/Senior System Architect
Strong experience on all Pega products including Robot Manager, Deployment Manager, AppFactory and CDH
Extensive debugging skills in PRPC using tracer, clipboard and rules inspector
Experience with PDC and server monitoring and agents monitoring
Experience analyzing log files and reports from application sources

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