L3 Support – Pega
Job Location:
Monthly Salary:
Posted on:
4 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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
