Role

L3 Support Pega Employment

Full Time Location

Toronto, ON Work Arrangement:

Hybrid – 4 Days/Week

We are seeking a

Full Time L3 Support Pega professional with strong Pega Platform, Java/Spring Boot, production support, monitoring, incident management, and RCA experience. The ideal candidate will own end-to-end L3 incident resolution and collaborate with development, infrastructure, L2, and vendor teams Key Responsibilities

Own end-to-end L3 incident resolution through ServiceNow within SLA Perform deep technical analysis across Pega, Spring Boot, integrations, and database layers Use Splunk for log analysis, correlation, and incident triage

Use Dynatrace/DataDog for performance analysis and dependency mapping Monitor batch jobs, schedulers, queue processors, listeners, and application health Raise and manage defects through JIRA/JTFM Document detailed RCA and map production issues to backlog items





Drive fixes with development teams through 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, KT artifacts, and audit-compliant documentation Identify monitoring gaps, alert tuning, and automation opportunities Mandatory Skills

Strong Pega Platform experience with CSA/PCSA or equivalent certification Hands‑on Pega tracing, clipboard, rules debugging, job schedulers, and queues Solid Java/Spring Boot troubleshooting experience Experience with APIs and microservices Hands‑on Splunk for log queries, analysis, and dashboards Hands‑on Dynatrace for RCA, dashboards, and alerting ServiceNow Incident, Problem, and Change management experience Strong RCA-driven issue resolution and MTTR management

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