Job Type: Full Time

Job Category: IT

Job Description

Role: L3 Support Pega
Employment: Full Time
Location: Toronto, ON
Work Arrangement: Hybrid – 4 Days/Week

Job Description

We are seeking a Full Time L3 Support Pega professional with strong Pega Platform, Java/Spring Boot, production support, monitoring, incident management, and RCA experience. The ideal candidate will own end-to-end L3 incident resolution and collaborate with development, infrastructure, L2, and vendor teams

Key Responsibilities

• Own end-to-end L3 incident resolution through ServiceNow within SLA
• Perform deep technical analysis across Pega, Spring Boot, integrations, and database layers
• Use Splunk for log analysis, correlation, and incident triage
• Use Dynatrace/DataDog for performance analysis and dependency mapping
• Monitor batch jobs, schedulers, queue processors, listeners, and application health
• Raise and manage defects through JIRA/JTFM
• Document detailed RCA and map production issues to backlog items
• Drive fixes with development teams through closure
• Participate in daily defect triage and production support calls
• Execute and validate standard, emergency, and release-related changes
• Collaborate with L2, Development, Infrastructure, and vendor teams
• Maintain runbooks, KT artifacts, and audit-compliant documentation
• Identify monitoring gaps, alert tuning, and automation opportunities

Mandatory Skills

• Strong Pega Platform experience with CSA/PCSA or equivalent certification
• Hands-on Pega tracing, clipboard, rules debugging, job schedulers, and queues
• Strong Java/Spring Boot troubleshooting experience
• Experience with APIs and microservices
• Hands-on Splunk for log queries, analysis, and dashboards
• Hands-on Dynatrace for RCA, dashboards, and alerting
• Strong L3 production support experience
• ServiceNow Incident, Problem, and Change management experience
• JIRA/JTFM defect management experience
• Strong RCA-driven issue resolution and MTTR management

Required Skills