{"id":4239030,"url":"https://alion.io/job/zensar-technologies-pega-functional","title":"Pega Functional","company":{"id":59576,"name":"Zensar Technologies","domain":"zensar.com","url":"https://alion.io/company/zensar-technologies","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":57,"ghost_share":0.175,"stale_share":0.088,"repost_share":0.439,"time_to_fill_p50_days":7,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"MuleSoft","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Apex","optional":true}],"status":"live","first_seen_at":"2026-11-13T10:13:49Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T11:54:23Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The ESaaS-Pega Functional role supports enterprise service platforms (ESP) across the full lifecycle of incidents, releases, and enhancements. You will act as the primary point of contact for S&L operations, collaborate with global stakeholders, and ensure compliance with ISO and knowledge-base standards while driving continuous improvement and automation. Monitor ESP, Outlook, and Webex 24x7x365, resolve a minimum of three incidents daily, and manage planned/unplanned outages.\n Participate in Emergency Operations Center (EOC) bridges and represent S&L Operations during critical events.\n Conduct weekly case audits (≥50 cases) and present findings to the Incident Management team.\n Lead escalation handling, delivering short-term and long-term fixes for high-impact business issues.\n Execute UAT test cases for releases and coordinate release training for agents.\n Maintain and update the ESP Knowledge Base and ISO documentation, ensuring cross-functional collaboration.\n Identify and implement process improvements, automation opportunities, and efficiency gains.\n Provide backup coverage for agents during absences and perform special assignments as required.\n Communicate outage notifications and status updates to the S&L business community.\n Utilize incident management tools (e.g., ServiceNow) to track, resolve, and report incidents.\n Certified Pega System Architect (CSA) with ≥2 years of Pega experience.\n Salesforce Certified Administrator with ≥2 years of hands-on experience.\n Oracle experience (≥2 years) focused on inventory management and shipping processes.\n B2B integration experience (≥2 years) with MuleSoft, API, RosettaNet PIPs, and E2Open preferred.\n Intermediate SQL/PL-SQL proficiency and proven ERP (SAP or Oracle) support experience.\n Excellent verbal and written English communication, presentation, and analytical skills.\n Demonstrated ability to manage global stakeholders and resolve escalated incidents.\n Strong problem-solving skills with a track record of delivering exceptional customer service.\n Experience using incident management tools such as ServiceNow.\n Knowledge of Reverse Logistics (RL) processes and end-to-end incident reporting (IR) with ISO 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