Production Support Engineer
Tekgence Inc • toronto, Canada
Role Description
Overview
Location: Toronto, ON | Contract | Work Model: Hybrid (3–4 days onsite) | Experience Required: 6–12 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
- Utilize Splunk for log analysis, correlation, and triage
- Utilize Dynatrace/DataDog for performance analysis and dependency mapping
- Monitor and support: 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
- Driving fixes to closure with development teams