Job Type: Contract

Job Category: IT

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

Required Skills