Principal Problem Manager

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The Service Operations team holds operational responsibility for Major Incident, Escalation, Problem, and Change Management processes at Pegasystems. We are a small, globally distributed team with members based in the United States, India, Australia, and the United Kingdom. We operate 24 hours a day, five days a week, following a ‘follow-the-sun’ support model.

We foster a culture of diversity, openness, intellectual curiosity, and proactive problem-solving. Our environment is designed to provide the support and mentorship needed for continuous learning and professional growth.

Picture Yourself at Pega:

Pega is transforming how the world develops software. Our ambition is to become the leading CRM SaaS provider globally. As a Problem Manager within the Service Operations team, you will play a key role in supporting Pega’s “as-a-Service Client Experience” initiative by:

• Minimising the impact of unavoidable incidents to ensure smoother client operations
• Preventing or mitigating recurring issues to reduce service disruptions
• Ensuring a seamless client experience from onboarding through to upgrades
• Supporting system reliability and user confidence to enable scalable growth

The Service Operations Problem Manager is a strategic, high-impact individual contributor role. You will enhance the client experience by conducting Root Cause Analysis (RCA) on Pega Cloud service and product issues that lead to multi-client incidents or affect priority accounts. You’ll lead global Pega subject matter experts and partners in RCA investigations to uncover root causes, propose solutions, or implement mitigations. Your work will also identify operational improvements that enable earlier, proactive detection of potential incidents. On occasion, you may also meet with clients to present a full RCA overview.

What You\’ll Do at Pega:

As a Service Operations professional, you will be responsible for identifying the root cause of client-impacting incidents and driving corrective actions to prevent recurrence.

• Lead Root Cause Analysis & Remediation: Drive investigations to identify underlying issues, coordinate cross-functional resources to minimize service disruption, and document findings to prevent recurrence.
• Facilitate Problem Management Reviews: Schedule and lead monthly review meetings with stakeholders, ensuring accurate problem categorization and metrics by pinpointing true root cause or triggering events.
• Oversee Preventive Actions & Problem Queue : Assign and track preventive measures across Pega teams, manage the problem queue, update statuses, and keep stakeholders informed of progress.
• Enhance Knowledge & Reporting: Create and maintain internal/external documentation for known errors, produce reports for all functional groups, and support long-term solutions through data collection and analysis.
• Drive Continuous Improvement: Analyze incident trends to identify recurring issues, collaborate with the Incident Commander and Change Manager, and explore automation and tooling opportunities to improve the problem management process.

Who You Are:

You are a Service Operations professional with a strong passion for applying your expertise to solve real business challenges and delivering the highest quality service experience to our clients.

• You are a collaborative team player—enthusiastic and committed to supporting the quality and success of Pega products.
• The ideal candidate is self-motivated, curious, and innovative, with a continuous improvement mindset and excellent interpersonal skills.
• You are eager to learn the Pega platform and approach complex challenges with a problem-solving mindset, particularly in applying Site Reliability Engineering (SRE) principles.
• You can work independently as well as within a team, lead by example, and demonstrate a strong commitment to quality development and operational excellence.
• You thrive in fast-paced, dynamic technology environments.
• You treat continuous process improvement not just as a responsibility, but as a habit, and you are relentless in resolving issues thoroughly.
• You possess strong storytelling skills, enabling you to communicate ideas and solutions effectively.

What You\’ve Accomplished:

• 5+ years of experience in an IT Service Management role, preferably in a Problem Management function
• Bachelor’s degree in information technology, Business, or related field
• ITIL v3 or v4 Foundations Certification
• Experience with RCA methodology, such as 5-whys, Apollo, Kepner-Tregoe, etc.
• Experience running a Problem Management process in a large enterprise
• Knowledge of the Pega Platform, AWS, and GCP is an added advantage for this role.
• 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 ofpay + bonus incentive, employee equity in the company

Meet Our Team:

The Service Operations team holds operational responsibility for Major Incident, Escalation, Problem, and Change Management processes at Pegasystems. We are a small, globally distributed team with members based in the United States, India, Australia, and the United Kingdom. We operate 24 hours a day, five days a week, following a ‘follow-the-sun’ support model.

We foster a culture of diversity, openness, intellectual curiosity, and proactive problem-solving. Our environment is designed to provide the support and mentorship needed for continuous learning and professional growth.

Picture Yourself at Pega:

Pega is transforming how the world develops software. Our ambition is to become the leading CRM SaaS provider globally. As a Problem Manager within the Service Operations team, you will play a key role in supporting Pega’s “as-a-Service Client Experience” initiative by:

The Service Operations Problem Manager is a strategic, high-impact individual contributor role. You will enhance the client experience by conducting Root Cause Analysis (RCA) on Pega Cloud service and product issues that lead to multi-client incidents or affect priority accounts. You’ll lead global Pega subject matter experts and partners in RCA investigations to uncover root causes, propose solutions, or implement mitigations. Your work will also identify operational improvements that enable earlier, proactive detection of potential incidents. On occasion, you may also meet with clients to present a full RCA overview.

What You\’ll Do at Pega:

As a Service Operations professional, you will be responsible for identifying the root cause of client-impacting incidents and driving corrective actions to prevent recurrence.

• Lead Root Cause Analysis & Remediation: Drive investigations to identify underlying issues, coordinate cross-functional resources to minimize service disruption, and document findings to prevent recurrence.
• Facilitate Problem Management Reviews: Schedule and lead monthly review meetings with stakeholders, ensuring accurate problem categorization and metrics by pinpointing true root cause or triggering events.
• Oversee Preventive Actions & Problem Queue : Assign and track preventive measures across Pega teams, manage the problem queue, update statuses, and keep stakeholders informed of progress.
• Enhance Knowledge & Reporting: Create and maintain internal/external documentation for known errors, produce reports for all functional groups, and support long-term solutions through data collection and analysis.
• Drive Continuous Improvement: Analyze incident trends to identify recurring issues, collaborate with the Incident Commander and Change Manager, and explore automation and tooling opportunities to improve the problem management process.

Who You Are:

You are a Service Operations professional with a strong passion for applying your expertise to solve real business challenges and delivering the highest quality service experience to our clients.

• You are a collaborative team player—enthusiastic and committed to supporting the quality and success of Pega products.
• The ideal candidate is self-motivated, curious, and innovative, with a continuous improvement mindset and excellent interpersonal skills.
• You are eager to learn the Pega platform and approach complex challenges with a problem-solving mindset, particularly in applying Site Reliability Engineering (SRE) principles.
• You can work independently as well as within a team, lead by example, and demonstrate a strong commitment to quality development and operational excellence.
• You thrive in fast-paced, dynamic technology environments.
• You treat continuous process improvement not just as a responsibility, but as a habit, and you are relentless in resolving issues thoroughly.
• You possess strong storytelling skills, enabling you to communicate ideas and solutions effectively.

What You\’ve Accomplished:

• 5+ years of experience in an IT Service Management role, preferably in a Problem Management function
• Bachelor’s degree in information technology, Business, or related field
• ITIL v3 or v4 Foundations Certification
• Experience with RCA methodology, such as 5-whys, Apollo, Kepner-Tregoe, etc.
• Experience running a Problem Management process in a large enterprise
• Knowledge of the Pega Platform, AWS, and GCP is an added advantage for this role.

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 ofpay + bonus incentive, employee equity in the company

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Job ID: 22224

AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.

Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant\’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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