Pega Application Ops Support

1 week ago


Singapore KRIS INFOTECH PTE. LTD. Full time

Provide production support to users, handle user queries and resolve production issues.
- Provide resolution / workaround to issues and problems reported.
- Liaising with external systems in resolving production issues when necessary.
- Ensure service level agreements are met and escalate whenever required
- Ensure all assigned deliverables are completed on time and to the required level of quality.
- Identify, log, monitor and escalate issues/outages and ensuring timely assignment and resolution of incidents to meet SLA's
- Proactively preventing the occurrence of incidents, problems and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues
- Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages
- Proactive prevention of problems via trend analysis, targeting support action and communication
- Discover, analysis and document accurate information to support the effective management of events through its relevant process such as Change, Incident and Problem Management
- Establish and maintain good relationships with clients and other third party vendors.
- Ensure adherence of existing and new processes and process changes for completeness, consistency and conformity to Service Management documentation standards (including naming standards policy guidelines, etc)
- Governance of ITIL disciplines ensuring compliance to industry and internal audit controls are met.

**Requirements**:

- Relevant working experience in Pega for more than 1yr.
- Must be working on Pega in the most recent project. Certification of CSA & CSSA is preferred.
- Relevant experience in Ops for more than 6 months (Prod support and working directly with the client)
- Immediate joiner
- Relevant working experience between 5-8 yrs.



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