production engineer
Title posted on Talent.com - L3 Production Support Engineer - Pega
Posted on May 29, 2026 by Employer details Astra North Infoteck Inc.
Job details
<b>Job Description</b><br><span id="spandesc"><h1>Job Title: L3 Production Support Engineer - Pega<br/></h1><p>Quantity: 3<br/></p><p>Work Model: Hybrid (2?4 days onsite)<br/></p><p>Experience Required: 6?8 Years<br/></p><p>Role Description:<br/></p><p>We are seeking experienced L3 Support professionals with strong Pega platform expertise and production support capabilities. The role involves end-to-end incident management, deep technical troubleshooting across application, integration, and database layers, and ensuring timely resolution of production issues within defined SLAs.<br/></p><p>Key Responsibilities:<br/></p><p>Incident & Production Support<br/></p><p></p><div>? Own end-to-end resolution of L3 incidents via ServiceNow, ensuring RCA and closure within SLA.<br/></div><div>? Perform deep technical analysis across Pega, Spring Boot services, integrations, and database layers.<br/></div><div>? Support and monitor batch jobs, schedulers, queue processors, listeners, and overall application health.<br/></div><p></p><p>Monitoring & Analysis Tools<br/></p><p></p><div>? Utilize Splunk for log analysis, correlation, and incident triage.<br/></div><div>? Use Dynatrace and/or DataDog for performance monitoring, dependency mapping, and RCA.<br/></div><div>? Identify performance bottlenecks and production issues through observability tools.<br/></div><p></p><p>Defect & Change Management<br/></p><p></p><div>? Raise, track, and manage defects in JIRA / JTFM.<br/></div><div>? Prepare detailed RCA documentation for production issues.<br/></div><div>? Map production incidents to backlog items and ensure proper tracking.<br/></div><div>? Drive defect resolution in collaboration with development teams.<br/></div><div>? Participate in daily defect triage meetings and ensure alignment between production issues and tracking systems.<br/></div><div>? Execute and validate standard, emergency, and release-related changes.<br/></div><p></p><p>Collaboration & Support<br/></p><p></p><div>? Work closely with L2 support, development, infrastructure, and vendor teams for incident resolution.<br/></div><div>? Support escalation management and ensure timely resolution of critical issues.<br/></div><div>? Maintain runbooks, knowledge transfer documents, and audit-compliant operational documentation.<br/></div><p></p><p>Continuous Improvement<br/></p><p></p><div>? Identify monitoring gaps and propose proactive alerting improvements.<br/></div><div>? Recommend automation opportunities to improve operational efficiency.<br/></div><div>? Contribute to reduction in MTTR (Mean Time to Resolution) through process and technical improvements.<br/></div><p></p><p>Mandatory Skills & Experience:<br/></p><p>? Strong hands-on experience with Pega platform (CSA/PCSA or equivalent), including:<br/></p><ul><li><p style="margin-top:0px">Tracing<br/></p></li><li><p style="margin-top:0px">Clipboard analysis<br/></p></li><li><p style="margin-top:0px">Rule debugging<br/></p></li><li><p style="margin-top:0px">Job schedulers<br/></p></li><li><p style="margin-top:0px">Queue processing<br/></p></li></ul><p></p><div>? Strong Java / Spring Boot troubleshooting experience across APIs and microservices.<br/></div><div>? Hands-on experience with production support environments (L3 support model).<br/></div><div>? Experience with ServiceNow for Incident, Problem, and Change Management.<br/></div><div>? Strong experience with JIRA / JTFM defect lifecycle management.<br/></div><div>? Expertise in RCA-driven issue resolution and MTTR management.<br/></div><p></p><p>Tools & Technologies:<br/></p><p></p><div>? Pega Platform<br/></div><div>? Spring Boot<br/></div><div>? Java<br/></div><div>? Splunk<br/></div><div>? Dynatrace<br/></div><div>? DataDog<br/></div><div>? ServiceNow<br/></div><div>? JIRA / JTFM<br/></div><p></p><p>Additional Skills:<br/></p><p></p><div>? Knowledge of Know Your Customer (KYC) processes (preferred).<br/></div><div>? Experience in banki- Location Toronto, ON
- Work location On site
- Salary$10,000MONTH monthly
- Terms of employment Full time
- Starts as soon as possible
- vacancies 1 vacancy
- Source Talent.com #621623800776626319
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