Manager, PEGA Production Support

Overview The Manager, PEGA Production Support is responsible for overseeing the PEGA Platform ensuring peak application performance is attained and maximum uptime achieved. In this role, the Manager, PEGA Production Support is accountable for the direct management of people, processes, software standards and information technology assets comprising the practice and supporting the Enterprise. This role has responsibility to meet SLA and KPI targets for the department. The role will partner with Customers, Product, Architecture, Security, Risk Management, and other Delivery departments to affect these outcomes. Responsibilities Designs and implements processes and procedures equipping a team of technical resources with the knowledge and skills they need to effectively monitor all applications within the PEGA platform with the goal of maximizing system uptime Identifies areas where optimization can be achieved and works across teams to implement improvements Supports yearly Disaster Recovery (DR) exercises including onsite participation Collaborates with teams to troubleshoot and resolve complex incidents, minimizing operational impact Leads, influences and manages a team of resources to include conducting talent acquisition activities, coaching and/or mentoring, identifying training requirements for associates and overall performance management Determines the appropriate staffing mix of contractors and associates to maintain steady work and stay within budget Assists in defining departmental strategic objectives and drives business outcomes in alignment to the organizational strategy Qualifications Required Knowledge, Skills, and Abilities: Advanced knowledge of mid-tier applications including service integration processing with proven experience using monitoring and alerting tools such as (Instana, Dynatrace, Grafana, etc.). Advanced ability to effectively communicate technical concepts to both technical and non-technical audiences across all levels Advanced ability to lead and motivate a team, fostering a collaborative and innovative environment Advanced ability to drive positive change Advanced ability to collaborate effectively with cross-functional teams, build strong relationships, and drive alignment on shared objectives Proficient in Cloud concepts and Cloud hosting requirements Advanced analytical and problem-solving skills Required Experience: 6 years related experience 2 years of experience managing a team of technical resources 2 years of experience managing mid-tier applications and or mid-tier production support teams Required Training, Certification and Education: Bachelor's degree in Computer Science, Business, Information Systems, or a related field or equivalent work experience Benefits and Perks: Work/Life Balance – NASCO helps you find success at the workplace, and at home Matching 401(k) Employee Recognition and Bonus Programs – When NASCO is successful so are our employees! Tuition Assistance – Learn, develop, and grow… on our dime! E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost Choice of Blue Cross Blue Shield Medical, Dental and Vision Plans Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses Wellness Program 17 Days of Paid Time Off (PTO) per year – not including major holidays. That’s just starting out Company discount plans on mobile, technology services, etc., to help you save money NASCO is an Equal Opportunity Employer/veterans/disability/race/color/religion/sex/sexual orientation/gender identity/national origin. Must have legal authority to work in the US We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment. Location US-Home Office/ Remote # Positions 1 Category Information Technology - All Openings Travel Requirements 0-20%