Principal Service Operations Specialist

Meet Our Team:

The Incident Management Team is comprised of eight Principal Incident Commanders responsible for managing major incidents associated with Pega’s Cloud Software-as-a-Service (SaaS) product. Pega Cloud is a growing $1.3bn+ business with a 35% market growth. 

Picture Yourself at Pega:

As Principal Incident Commander, you will play a key role in supporting clients through proactive and reactive incident management. Your role will involve managing the lifecycle of all incidents that include a variety of technologies, vendors, architectures, and support.

What You'll Do at Pega:

• Incident Leadership: Serve as the primary contact for major incidents, leading incident bridges and driving resolution.


• Communication: Craft high-profile communications, under pressure, for clients and stakeholders.


• SLA Adherence: Monitor incidents, ensure SLA compliance, and participate in post-incident reviews.


• Problem Solving: Identify root cause, review incident trends, and implement improvement plans.


• Performance Monitoring: Track incident metrics, KPIs, and facilitate incident management meetings.

Who You Are:

You are a Principal Incident Commander and are enthusiastic about applying your expertise to help solve significant business problems.

• MA Local: With the ability to travel into Waltham 2-3 times a week


• Strong Leadership: Proven executive presence and effective communication skills.


• Technical Expertise: ITILv3 certified with experience supporting products/applications in cloud environments (AWS, Azure, GCP).


• Incident Management: 5-8 years of experience in incident management within enterprise level organizations, operating with mature processes. Comfortable identifying action plans and holding teams accountable for restoration activities. Identifies opportunities for process improvements.


• Adaptability: Thrives in fast-paced environments and is comfortable with changing priorities.


• Teamwork: Strong team-building skills and ability to effectively collaborate across diverse teams with the goal of restoring service for clients.


• Local to Boston with ability to travel into Waltham when needed

What You've Accomplished:

• Incident Management: Managed complex incidents and facilitated bridge calls with client facing teams, driving teams service restoration efforts.


• Process Improvement: Provided recommendations for process improvements and performance measurements.


• Communication and Analysis: Effectively communicated incident status, assessed operational inefficiencies, and delivered concise recommendations.


• 5-8 years of proven Incident Commander management experience 


• Prior experience working 24/7 365 days a year

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products


• Continuous learning and development opportunities


• An innovative, inclusive, agile, flexible, and fun work environment


• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

Additional Information

Base salary range for this role is 98,800 - 150,500 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.