Role description
LocationBengaluru
Pega Support Engineer
technical troubleshooting of production tickets fixing PDC exceptions supporting infrastructure issues across environments shadow support which can lead to a slowdown in project delivery and increased technical debt
Release Environment Stability
Pega Support Tickets Coordinate with Pega support to ensure timely closure of Pega SRs and support in their queries
Knowledge Management Maintain a knowledge bank of common Pega errors and resolutions to empower L1 support and reduce ticket escalation
Deployment Support Release Anchor Assist the CFT team in deployment across environments Dev Stg Prod
Responsibilites
Proactively monitor Pega Diagnostic Cloud PDC s before they impact endusers
Free up developers time by taking over the operational tasks
Perform ready for business checks regularly across environments and fix identified issues in consultation with Platform team
Triage all the problem tickets diagnose faults clear stuck cases and fix data mismatches
Required Skills
To get the most out of this hire they should focus on
PDC Mastery Using Pega Diagnostic Cloud to identify issues performance degradation db bottlenecks etc
Debugging Proficient with Tracer Clipboard and Live UI Experience with debugging Pega s and their fixes working on DB aspects such as optimization indexing etc
Deployment Managing deployment pipelines and ensuring Guardrail compliance during migrationsExperience with PDM
Grafana Knowledge Good to have Able to navigate prebuilt dashboards to identify correlations between Pega incidents and system resources
Certifications Pega Certified Senior System Architect PCSA is highly preferred
Pega cloud Understanding of Pega cloud architecture working with Pega cloud support
Experience with Pega Logs and PLA
Infrastructure Understanding of JVM memory cache inboundoutbound traffic certificates etc will be helpful
Technical Troubleshooting Resolution
Problem Ticket Diagnosis Utilize Pega Tracer Live UI and Clipboard to identify failures and errors Fix if its a configuration or infrastructure issue by getting it reviewed from the CFT owner or assign it to the owning CFT Team
Integration Support Monitor and troubleshoot failures in services and listeners to ensure seamless data flow between Pega and external systems
Platform Monitoring Health
PDC Oversight Daily monitoring of Pega Diagnostic Cloud PDC to identify highpriority s PEGA0001 longrunning queries PEGA0005 slow database access
Monitor Fix Triage and Track PDC Errors Create JIRA tickets for PDC exception If related to NFR or configurations fix them or assign them to the right CFT team Track the closure of PDC tickets
Agent Queue Management Monitor background processes Job Schedulers and Queue Processors to ensure jobs and tasks are executing correctly
Log Analysis Review Pega system logs and logs to identify patterns of instability before they result in a system crash
Skills
Mandatory Skills : Pega Admin
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
