Incident Duty Manager, Technical Support

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 of our support services, in particular to major incidents affecting our clients' mission-critical systems.

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.

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.

Major Incident Management & Response

• Serve as Incident Shift Lead for all major incidents during 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

8+ years of experience in technical support, incident operations management in a SaaS, cloud-native or enterprise software environment

Local to the Boston area with the ability to travel onsite when needed

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

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

Pega offers Gartner Analyst-acclaimed technology leadership, continuous learning and development opportunities, an innovative, agile, flexible, and fun work environment, and competitive global benefits, including pay, bonus incentives, and employee equity.

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. We will share information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.