Pega Director: Operations Support Role Overview - The Pega Operations is responsible for operational excellence, platform stability, scalability, and governance of the Pega ecosystem. • This role ensures high availability, performance, security, and compliance of Pega applications across production and non production environments while enabling business agility and continuous improvement. Key Responsibilities: 1.Pega Platform Operations Stability Own end to end operational management of Pega platforms (On prem Cloud Pega Cloud) • Ensure 24x7 availability, performance monitoring, and incident management • Drive capacity planning, scalability, and performance tuning • Oversee environment health checks, upgrades, patches, and hotfixes 2. Run, Incident Problem Management Establish and govern ITIL aligned Run operations • Lead Major Incident Management (MIM) and root cause analysis (RCA) • Reduce incident recurrence through problem management and automation • Define and track SLAs, SLOs, and operational KPIs 3. Environment Release Governance Oversee Dev, QA, UAT, Performance, and Production environments • Govern CICD pipelines, deployment standards, and release readiness • Ensure controlled releases, rollback strategies, and production validation • Partner with Engineering and Delivery teams to ensure release quality 4. Security, Compliance Risk Management Ensure platform compliance with enterprise security, regulatory, and audit standards • I mplement role based access, segregation of duties, and audit logging • Support SOC, SOX, ISO, regulatory audits (especially BFSI) • Manage vulnerability remediation and security patching 5. Cloud Infrastructure Management Oversee Pega Cloud Hybrid On prem infrastructure • Optimize cost, performance, and resiliency • Work with Network, Cloud, and Infra teams to ensure platform reliability • Drive DRBCP strategy, testing, and compliance 6. Governance, Standards Continuous Improvement Define operational standards, runbooks, and support models • Establish platform governance and operational best practices • MUST be eligible for Reliability Security Clearance Required Skills Experience Technical Strong expertise in Pega Platform Operations (8.x) • Experience with oPega Cloud Kubernetes OpenShiftoCICD (Jenkins, Git, DevOps pipelines)oMonitoring tools (Splunk, Dynatrace, AppDynamics) • Deep understanding of Pega performance, clustering, and rule resolution • Knowledge of security, authentication, and access controls • Leadership Management experience in platform operations or enterprise application support • Leadership roles managing large, global teams • Strong experience in BFSI or highly regulated environments • Proven stakeholder and executive communication skills • Process MethodologyITIL ITSM alignment • Strong governance and risk management mindset • Experience with Agile SAFe enterprise delivery models • Preferred QualificationsPega certifications (CSA CSSA CLSA) • Cloud certifications (AWS Azure GCP) • ITIL certification • Experience with AIOps and automation • Success MetricsPlatform availability uptime • Reduction in Sev 1 Sev 2 incidents • Release success rate • MTTR improvement • Audit and compliance outcomes • Cost optimization and platform efficiency Salary Range - CA$ 110,000 - CA$ 120,000 Per Year TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.