Director- Pega Operations

The Director Pega Operations is responsible for operational excellence platform stability scalability and governance of the Pega ecosystem. This role ensures high availability performance security and compliance of Pega applications across production and non-production environments while enabling business agility and continuous improvement.

• Own end-to-end operational management of Pega platforms (On-prem / Cloud / Pega Cloud)
  
• Ensure 24x7 availability performance monitoring and incident management
  
• Drive capacity planning scalability and performance tuning
  
• Oversee environment health checks upgrades patches and hotfixes
  

• Establish and govern ITIL-aligned Run operations
  
• Lead Major Incident Management (MIM) and root cause analysis (RCA)
  
• Reduce incident recurrence through problem management and automation
  
• Define and track SLAs SLOs and operational KPIs
  

• Oversee Dev QA UAT Performance and Production environments
  
• Govern CI/CD pipelines deployment standards and release readiness
  
• Ensure controlled releases rollback strategies and production validation
  
• Partner with Engineering and Delivery teams to ensure release quality
  

• Ensure platform compliance with enterprise security regulatory and audit standards
  
• Implement role-based access segregation of duties and audit logging
  
• Support SOC SOX ISO and regulatory audits (especially BFSI)
  
• Manage vulnerability remediation and security patching
  

• Oversee Pega Cloud / Hybrid / On-prem infrastructure
  
• Optimize cost performance and resiliency
  
• Work with Network Cloud and Infra teams to ensure platform reliability
  
• Drive DR/BCP strategy testing and compliance
  

• Define operational standards runbooks and support models
  
• Establish platform governance and operational best practices
  
• Drive platform modernization automation and AIOps adoption
  
• Track and improve MTTR availability and deployment success rates
  

• Lead and mentor Pega L2/L3 support SRE and operations teams
  
• Act as primary operations escalation point for business and IT leadership
  
• Partner with:
  • Pega Engineering & Architecture
    
  • Business stakeholders
    
  • Vendors and Pega support
    
• Provide executive-level reporting and communication
  

• MUST be eligible for Reliability Security Clearance (last 5 years in Canada)
  

• Strong expertise in Pega Platform Operations (8.x)
  
• Experience with:
  • Pega Cloud
    
  • Kubernetes
    
  • OpenShift
    
  • CI/CD (Jenkins Git DevOps pipelines)
    
  • Monitoring tools (Splunk Dynatrace AppDynamics)
    
• Deep understanding of:
  • Pega performance
    
  • Clustering
    
  • Rule resolution
    
• Knowledge of:
  • Security
    
  • Authentication
    
  • Access controls
    

• 1015 years in platform operations or enterprise application support
  
• 5 years in leadership roles managing large global teams
  
• Strong experience in BFSI or highly regulated environments
  
• Proven stakeholder and executive communication skills
  

• ITIL / ITSM alignment
  
• Strong governance and risk management mindset
  
• Experience with Agile / SAFe enterprise delivery models
  

• Pega certifications (CSA / CSSA / CLSA)
  
• Cloud certifications (AWS / Azure / GCP)
  
• ITIL certification
  
• Experience with AIOps and automation
  

• Platform availability & uptime
  
• Reduction in Sev 1 / Sev 2 incidents
  
• Release success rate
  
• MTTR improvement
  
• Audit and compliance outcomes
  
• Cost optimization and platform efficiency
  

• Program Management
  
• Digital: Pega
  

• 10 years
  

• Minimum 5 years leading Pega operations and support (non-negotiable given complexity)
  
• Proven expertise in:
  • Pega Architecture
    
  • Design
    
  • Implementation
    
  • Operational support
    
• Familiar with implementing automation and AI initiatives to improve operational efficiency
  
• Manage both Prod/non-prod App and Infra support teams (onshore/offshore)
  
• Good communicator and able to drive stability with quick issue resolution
  
• Vendor management (support with Pega Systems)
  
• Ability to establish standards and best practices while driving innovation
  
• Accountable for reducing incidents and improving performance
  
• Coach the team to improve productivity