L3 Production Support Engineer Pega

Job Description: Job Title: L3 Support Pega

Quantity: 3

Work Model: Hybrid (24 days onsite)

Experience Required: 68 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