L3 Support Pega

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, and observability experience to manage complex L3 incidents and drive issues through resolution

Key Responsibilities Own end-to-end L3 incident resolution through ServiceNow, including RCA and SLA closure

Perform technical analysis across Pega, Spring Boot, integrations, APIs, and database layers

Use Splunk for log analysis, correlation, and incident triage

Use Dynatrace/DataDog for performance analysis, monitoring, and dependency mapping

Monitor batch jobs, schedulers, queue processors, listeners, and application health

Raise and manage defects through JIRA/JTFM with detailed RCA documentation

Map production incidents to backlog items and drive fixes to 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, knowledge-transfer artifacts, and audit documentation

Identify monitoring gaps, alert tuning, and automation opportunities

Mandatory Skills Strong Pega Platform experience with CSA/PCSA or equivalent

Hands-on Pega tracing, clipboard, rules debugging, job schedulers, and queues

Strong Java and Spring Boot troubleshooting experience

Experience with APIs and microservices

Hands-on Splunk and Dynatrace experience

Strong L3 production support experience

ServiceNow Incident, Problem, and Change Management experience

JIRA/JTFM defect management experience

Strong RCA and MTTR management experience

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