L3 Support Pega
Acestack
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
Reference: WJ-291_11078809