To serve as a technical subject matter expert for the support of the BAW based applications portfolio, providing moderately complex Level II operational support to the organization. Provide operational support input related to application analysis and infrastructure design.

Responsibilities:
 Conduct root causes analysis of high-profile technology problems and advises customers on their resolution.
 Conduct hands-on learning sessions with key customer personnel.
 Provide day-to-day operational support
 Oversee and coordinate recovery operations in the event of operational failure
 Recommend, develop and maintain accurate documentation for supported environments
 Provide technical support and troubleshooting during times of application failure
 Participate in 24/7/365 on-call production support services as needed
 Advanced troubleshooting of live production issues and short/long-term solution implementation.
 Problem and incident analysis, troubleshooting, resolution and communication.
 Pro-actively monitor and minimize outages to ensure business is not impacted
 Communication and coordination with Level III Support and Business end-users.

Qualifications:
 Bachelor’s degree or equivalent experience in computer science, engineering, or information technology
 Experience in developing and maintaining IBM Business Automation Workflow (BAW) applications.
 Good understanding of Event Manager and Undercover Agents (UCAs).
 Experience in Incident Management and the Change Management processes.
 Good understanding/working knowledge of REST-API , SOA and Integration calls using IBM BAW.
 Good Understanding of DB2 , Oracle and MySQL Databases.
 Ability to work in Agile environment.
 Knowledge of using Splunk, Urban Code Deploy (UCD) and GIthub.
 Strong communication skills including direct customer communication and updating technical documentation.
 Excellent troubleshooting and debugging skills.
 Experience in analyzing the system and application logs.
 Experience supporting an enterprise-level environment
 Strong verbal, written, and interpersonal communication skills
 Knowledge and understanding of Agile
 Plus – Pega Robotics Experience
 Plus – Pega Marketing experience