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