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L3 Support PegaAcestack • Toronto, ON, Canada
L3 Support Pega

L3 Support Pega

Acestack • Toronto, ON, Canada
20 hours ago
Job type
  • Full-time
  • Quick Apply
Job description

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, and observability experience to manage complex L3 incidents and drive issues through resolution

Key Responsibilities

  • Own end-to-end L3 incident resolution through ServiceNow, including RCA and SLA closure
  • Perform technical analysis across Pega, Spring Boot, integrations, APIs, and database layers
  • Use Splunk for log analysis, correlation, and incident triage
  • Use Dynatrace/DataDog for performance analysis, monitoring, and dependency mapping
  • Monitor batch jobs, schedulers, queue processors, listeners, and application health
  • Raise and manage defects through JIRA/JTFM with detailed RCA documentation
  • Map production incidents to backlog items and drive fixes to 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, knowledge-transfer artifacts, and audit documentation
  • Identify monitoring gaps, alert tuning, and automation opportunities

Mandatory Skills

  • Strong Pega Platform experience with CSA/PCSA or equivalent
  • Hands-on Pega tracing, clipboard, rules debugging, job schedulers, and queues
  • Strong Java and Spring Boot troubleshooting experience
  • Experience with APIs and microservices
  • Hands-on Splunk and Dynatrace experience
  • Strong L3 production support experience
  • ServiceNow Incident, Problem, and Change Management experience
  • JIRA/JTFM defect management experience
  • Strong RCA and MTTR management experience
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L3 Support Pega • Toronto, ON, Canada

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