About this role
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
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.
- Participate in Emergency Operations Center (EOC) bridges and represent S&L Operations during critical events.
- Conduct weekly case audits (≥50 cases) and present findings to the Incident Management team.
- Lead escalation handling, delivering short‑term and long‑term fixes for high‑impact business issues.
- Execute UAT test cases for releases and coordinate release training for agents.
- Maintain and update the ESP Knowledge Base and ISO documentation, ensuring cross‑functional collaboration.
- Identify and implement process improvements, automation opportunities, and efficiency gains.
- Provide backup coverage for agents during absences and perform special assignments as required.
- Communicate outage notifications and status updates to the S&L business community.
- Utilize incident management tools (e.g., ServiceNow) to track, resolve, and report incidents.
- Certified Pega System Architect (CSA) with ≥2 years of Pega experience.
- Salesforce Certified Administrator with ≥2 years of hands‑on experience.
- Oracle experience (≥2 years) focused on inventory management and shipping processes.
- B2B integration experience (≥2 years) with MuleSoft, API, RosettaNet PIPs, and E2Open preferred.
- Intermediate SQL/PL‑SQL proficiency and proven ERP (SAP or Oracle) support experience.
- Excellent verbal and written English communication, presentation, and analytical skills.
- Demonstrated ability to manage global stakeholders and resolve escalated incidents.
- Strong problem‑solving skills with a track record of delivering exceptional customer service.
- Experience using incident management tools such as ServiceNow.
- Knowledge of Reverse Logistics (RL) processes and end‑to‑end incident reporting (IR) with ISO compliance.