Role: Pega L3 Support EngineerLocation: Toronto, ON – Hybrid Contract
Role summary:Role DescriptionKey ResponsibilitiesOwn end-to-end resolution of L3 incidents via ServiceNow, including RCA and closure within SLAPerform deep technical analysis across Pega, Spring Boot services, integrations, and database layers
Utilize:Splunk for log analysis, correlation, and triageDynatrace/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 documentationMapping production issues to backlog itemsDriving fixes to closure with Dev teams
Participate in daily defect triage calls and ensure alignment between production issues and JTFM trackingExecute and validate standard, emergency, and release-related changesCollaborate with L2, Development, Infrastructure, and vendor teams for incident triage, escalation, and resolutionMaintain runbooks, KT artifacts, and audit-compliant documentationIdentify proactive monitoring gaps, alert tuning opportunities, and automation improvements
Mandatory Skills & ExperienceStrong 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 managementSkills:Essential: L3 Support Pega, KYCAdditional: Know Your Customer (KYC), Digital – Pega
Pega L3 Support Engineer • Toronto, Canada
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