L3 Production Support Engineer - Pega
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision! • toronto, Canada
Role Description
Quantity: 3
Work Model: Hybrid (2–4 days onsite)
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.
- Use Splunk for log analysis, correlation, and triage; use 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, and 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.