Job Description
Title: L3 Support – Pega Location: Toronto, ON (Hybrid) Experience Required: 6–8 years Role Description Key Responsibilities Own end-to-end resolution of L3 incidents via ServiceNow, including RCA and closure within SLA Perform deep technical analysis across Pega, Spring Boot services, integrations, and database layers Utilize: Splunk for log analysis, correlation, and triage Dynatrace/DataDog for performance analysis and dependency mapping Support and monitor: Batch jobs, schedulers, queue processors, listeners, and application health Raise, track, and manage defects in JIRA / JTFM, including: Detailed RCA documentation Mapping production issues to backlog items Driving fixes to closure with Dev teams Participate in daily defect triage calls and ensure alignment between production issues and JTFM tracking Execute and validate standard, emergency, and release-related changes Collaborate with L2, Development, Infrastructure, and vendor teams for incident triage, escalation, and resolution Maintain runbooks, KT artifacts, and audit-compliant documentation Identify proactive monitoring gaps, alert tuning opportunities, and automation improvements Mandatory Skills & Experience- Strong Pega Platform experience (CSA/PCSA or equivalent): Tracing, clipboard, rules debugging, job schedulers, queues Solid Java / Spring Boot troubleshooting (APIs, microservices) Hands-on experience with: Dynatrace (RCA, dashboards, alerting) Splunk (log queries, analysis, dashboards) Experience in L3 Production Support model Strong working knowledge of: ServiceNow (Incident / Problem / Change) JIRA / JTFM defect management lifecycle Experience in RCA-driven issue resolution and MTTR management Skills: Essential: L3 Support Pega, KYC Additional: Know Your Customer (KYC), Digital – Pega
