Toronto, Ontario M5V 3L9 Posted June 20th, 2026

Job Type: Contract

Job Category: IT

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-

- Solid 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

Required Skills

DevOps Security Engineer

📌 Support – Pega (Canada)
🏢 Realign
📍 Canada