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 triageo 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 documentationo Mapping production issues to backlog itemso 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
- Robust working knowledge of:o ServiceNow (Incident / Problem / Change)o JIRA / JTFM defect management lifecycle
- Experience in RCA-driven issue resolution and MTTR management

📌 Support Pega (Toronto)
🏢 Tekshapers
📍 Toronto