Pegasystems, Inc. Service Assurance Advisor I in Singapore, Singapore

Service Assurance Advisor I

Category:

Client Innovation & Success

Location:

SG - Singapore

  • The Position: Pegasystems is growing and our Technical Services Operations (TSO) organisation is seeking an experienced customer facing expert to take on the new and vital role of Service Assurance Advisor (SAA), working with a growing peer team of talented SAA’s within a newly evolving SAA function. This is a pivotal, high-profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organisation to meet the customer’s needs. The Service Assurance Advisor also works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities. In this role, you will: Technical Customer Engagement:

  • Primarily work with new Cloud customers to ensure technical success, anticipate potential problems and address them before they escalate

  • Leverage monitoring technologies (i.e., PDC) to provide problem recognition and diagnosis quickly and efficiently

  • Work across multiple teams while also ensuring timely and regular customer updates

  • Work on a portfolio of customers encountering technical service issues, and make certain a high level of satisfaction with Pega services is achieved

  • Work with Service Assurance II and III Advisors on removing impediments/blockers to keep issue investigations moving forward

  • Understand Pega products and services, and how customers use them to drive effective customer-based solutions

Process and Improvements:

  • Understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met

  • Partner with Pega Product Management, Engineering, and the Customer Success organisation to define, maintain and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals

  • Share and drive customer feedback with Product Owners, Engineering, and other relevant parties

Pega Offers:

  • A workplace that requires people to have an informed opinion

  • A culture where employees engage deeply, own outcomes and lead from the front

  • A company that adapts, scales and performs in ever-changing business landscape

Pega Value - Client Success: We partner with our clients to deliver exceptional outcomes. The Person: The Service Assurance Advisor is a highly driven technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. The individual is an organised self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills. Qualifications include:

  • Bachelor’s Degree in Computer Science, or equivalent

  • 5 + years of relevant work experience ideally with 3-5 years of either consulting experience or a technical lead role

  • CSSA certification highly desirable

  • Strong oral and written communication skills, leadership and poise in pressurised situations

  • Strong teamwork skills with the ability to collaborate with other groups

  • Strong decision making and problem-solving skills

  • Proven ability to interact directly with customers at a technical level

  • Ability to gain in-depth knowledge of existing and new Pega products and services

  • Initiative and positive attitude

  • Professional, organised, efficient and accurate

  • Tenacity, drive and the desire to succeed in a fast-paced environment

  • Resourceful and creative troubleshooting skills

  • Deep commitment to quality

Additional Preferred Qualifications:

  • Knowledge of AWS, PCF, GCP

  • Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)

  • Knowledge of database administration (Oracle, Postgres)

  • Knowledge and experience with Javascript, SQL, and CSS/HTML

  • Knowledge of Operating Systems (specifically Windows, Linux)

  • Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)

About Pegasystems: Pegasystems develops strategic applications for sales, marketing, service and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 500 customers include the world’s largest and most sophisticated enterprises. Pega’s applications, available on-premises or in the cloud, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use and global scale. For more information, please visit us at . As an Equal Opportunity and Affirmative Action employer, Pegasystems Inc. will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, veteran or disability status, or any other category protected by law. For information about benefits offerings, please visit

As anand Affirmative Action employer, Pegasystems Inc. will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

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