| Key Responsibilities • 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: o Splunk for log analysis, correlation, and triage o Dynatrace/DataDog for performance analysis, and dependency mapping • Support and monitor: o Batch jobs, schedulers, queue processors, listeners, and application health • Raise, track, and manage defects in JIRA / JTFM, including: o Detailed RCA documentation o Mapping production issues to backlog items o 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, Dev, Infra, and vendor teams for incident triage, escalation, and resolution • Maintain runbooks, KT artifacts, and audit-compliant documentation • Identify proactive monitoring gaps, alert tuning, and automation opportunities Mandatory Skills & Experience • Strong Pega Platform experience (CSA/PCSA or equivalent) o Tracing, clipboard, rules debugging, job schedulers, queues • Solid Java / Spring Boot troubleshooting (APIs, microservices) • Hands-on experience with: o Dynatrace (RCA, dashboards, alerting) o Splunk (log queries, analysis, dashboards) • Experience in L3 Production Support Model • Strong working knowledge of: o ServiceNow (Incident / Problem / Change) o JIRA / JTFM defect management lifecycle • Experience in RCA-driven issue resolution and MTTR management |
Pega L3 Support (Backfill) - PP & KYC • Toronto, ON, ca
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