L3 Support Pega-6

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

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