Job Description

Incident Duty Manager, Technical Support The Global Client Support team operates globally in a Follow‑The‑Sun (FTS) model, providing 24/7 coverage for Pega clients. As a Duty Manager you’ll be at the forefront of our operations, ensuring seamless continuity across shifts and coordinating responses to major incidents affecting our clients’ mission‑critical systems. Picture Yourself at Pega: Pega offers a healthy, innovative, and inclusive work culture. Our people are engaged, proud, and constantly striving for improvement. If you value a positive, energetic atmosphere and continuous learning, you’ll thrive here. What You’ll Do at Pega: This role is typically part of a structured incident management team and is essential for ensuring smooth operations, timely resolution, and effective communication during incidents. In essence you are providing stewardship and governance of the service without having direct management of staff. Serve as Incident Shift Lead for all major incidents during the assigned shift Ensure timely ownership and momentum towards resolution of all major incidents Involve Incident Commanders as needed for complex or high‑severity incidents Coordinate with technical teams to aid swift resolution Provide guidance on incident progress Collaborate with Support Management Handover & Continuity Operations Coordinate handover processes for Follow‑The‑Sun (FTS) operations Ensure FTS coverage is maintained regardless of incident location and severity level Facilitate seamless handovers between shifts, including comprehensive status briefings Who You Are: 8+ years of experience in technical support, incident operations management in a SaaS, cloud‑native or enterprise software environment Strong background in incident coordination, crisis management, and operational leadership Experience working in 24/7 support environments with FTS operations Excellent communication skills with ability to remain composed under pressure during critical incidents Proven ability to coordinate multiple stakeholders and drive incident resolution Strong decision‑making capabilities in high‑pressure situations Experience with ITIL or similar incident management frameworks Ability to quickly assess technical situations and make appropriate escalation decisions Desire for continuous learning and operational excellence Ability to remain calm under pressure and make quick decisions What You’ve Accomplished Demonstrated experience managing major incidents from detection through resolution Proven track record in coordinating cross‑functional teams during critical situations Experience with incident management tools and ticketing systems Strong understanding of SLA management and response time requirements Knowledge of escalation procedures and when to engage leadership Familiarity with technical troubleshooting processes and root cause analysis Experience documenting incidents and creating comprehensive handover notes Understanding of cloud services architecture and common failure patterns Ability to identify process gaps and recommend operational improvements Experience with shift‑based operations and maintaining operational continuity Commitment to continuous learning and development opportunities Innovative, agile, flexible, and fun work environment 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. Equal Employment Opportunity Statement 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. Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record‑keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self‑identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations, including those which require the information to be summarized and reported to the federal government for civil rights enforcement purposes. Race and Ethnicity Hispanic or Latino – A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. White (Not Hispanic or Latino) – A person having origins in any of the original peoples of Europe, the Middle East or North Africa. Black or African American (Not Hispanic or Latino) – A person having origins in any of the black racial groups of Africa. Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) – A person having origins in any of the peoples of Hawaii, Guam, Samoa or other Pacific Islands. Asian (Not Hispanic or Latino) – A person having origins in any of the original peoples of the Far East, Southeast Asia or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand and Vietnam. American Indian or Alaska Native (Not Hispanic or Latino) – A person having origins in any of the original peoples of North and South America (including Central America) and who maintains tribal affiliation or community attachment. Two or More Races (Not Hispanic or Latino) – All persons who identify with more than one of the above five races. I do not wish to disclose – If you choose not to disclose your race/ethnicity, your employer is still required to include such information about you in the EEO‑1 Report by using existing employment records or other permitted means to do so. Disability Status Alcohol or other substance use disorder (not currently using drugs illegally) Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn’s Disease, irritable bowel syndrome Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention‑deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Veteran Status A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who, but for the receipt of military retired pay, would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability. A recently separated veteran means any veteran during the three‑year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service. An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An Armed Forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Compensation and Benefits Competitive global benefits, including pay, bonus incentives, and employee equity. Additional benefits and incentives may be negotiated based on experience and market conditions. Apply Now To apply, submit your application through our career portal. If you already have an account, log in or create a new profile. All application materials may be uploaded in DOC, DOCX, PDF, or TXT format (max 2 MB). By submitting, you agree to Pegasystems Privacy and Security Policy, Terms of Use, and Candidate Privacy Notice. 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. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it. 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. 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. #J-18808-Ljbffr Pegasystems

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