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L3 Support – PegaAcestack • Toronto, Ontario, Canada
L3 Support – Pega

L3 Support – Pega

Acestack • Toronto, Ontario, Canada
30+ days ago
Job type
  • Full-time
Job description

Title: L3 Support Pega
Location: Toronto ON (Hybrid)

Experience Required: 6 8 years

Role Description

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:

Splunk for log analysis correlation and triage Dynatrace/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 documentation
  • Mapping production issues to backlog items
  • 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 Development Infrastructure and vendor teams for incident triage escalation and resolution
  • Maintain runbooks KT artifacts and audit-compliant documentation
  • Identify proactive monitoring gaps alert tuning opportunities and automation improvements

Mandatory Skills & Experience-

  • Strong 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 management

Skills:

  • Essential: L3 Support Pega KYC
  • Additional: Know Your Customer (KYC) Digital Pega

Employment Type : Full Time
Experience: years
Vacancy: 1
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L3 Support – Pega • Toronto, Ontario, Canada

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