Provide Level 2 support and be able to understand the application architecture and interface.Monitor and promptly respond to incoming incidents and service requests related to Pega applications, demonstrating a deep understanding of Pega's architecture and components.Analyse issue raised by users or reported by monitoring system.Perform impact analysis and suggest workaround solution.Follow-up and follow-through with team on the resolution until issue is permanently fixed.Understand the job dependencies and recover the job if there is any job failure.Be able to define and implement job automation.Support regular OS/DB/application servers patching and simulation of DR scenarios.Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening.Be able to conduct application capacity planning and perform performance tuning.Be able to perform regular application review according to the technology security standard and follow up with necessary action plan to close the non-compliance item.Keep stakeholders informed with timely updates on incident status and the progress of resolutions, ensuring clear and concise communication.Participate in rotational on-call schedules to deliver round-the-clock support coverage for Pega applications.Able to work independently and be self-motivated.QualificationsBachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.Possess good knowledge on banking/insurance applications (preferably to have working experience on Pega platform-based application but not must).Possess working experience in support role with min. 3-4 years working experience in banking applications development.Proven track record in L1/L2 application support, incident management, and troubleshooting for Pega applications.Strong grasp of Pega's architecture, components, and associated technologies.Familiarity with ITIL framework and its application to Pega support processes.Exceptional communication skills, both written and verbal, to effectively engage with technical and non-technical stakeholders.Ability to work collaboratively in a fast-paced team setting.Relevant certifications such as Pega Certified System Architect (CSA) is a plus.Passion to learn new technology and deliver high quality deliverables in first goTechnical skillsetsOS: WindowsDB: Oracle, MS SQL, SSISProgram Language: Java, Shell scripting, PegaMiddleware: WebLogic, WebSphere, JBOSSTools: Control-M/AppDynamics/Nimsoft/any other monitoring tools
