Role: PEGA L3 Support Engineer
location: Toronto, ON
Duration: Long Term Contract
Job Description:
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
