Job Details
Location: Toronto, Ontario, Canada
Salary: Not specified
Company: ApnaWorker
We are looking for an experienced L3 Support Engineer with strong expertise in Pega Production Support, Incident Management, RCA, and Application Monitoring. Key responsibilities include owning end-to-end resolution of L3 incidents through ServiceNow, performing Root Cause Analysis and ensuring SLA compliance, troubleshooting issues across Pega, Spring Boot Services, APIs, Microservices, and Database layers, analyzing logs using Splunk and performing performance troubleshooting using Dynatrace or DataDog, monitoring batch jobs, job schedulers, queue processors, listeners, and application health, managing defects through JIRA or JTFM, participating in daily defect triage and production support reviews, executing release, emergency, and standard changes, collaborating with Development, L2 Support, Infrastructure, and Vendor teams, maintaining runbooks, KT documentation, and audit-compliant processes, and identifying automation opportunities and monitoring improvements. Mandatory skills include strong Pega Platform experience (CSA or PCSA preferred), Pega tracing, clipboard analysis and rules debugging, job schedulers and queue processors, Java and Spring Boot troubleshooting, APIs and Microservices support, Dynatrace (RCA, monitoring, alerting, dashboards), Splunk (log analysis, queries, dashboards), ServiceNow (incident, problem and change management), JIRA or JTFM defect management, L3 production support experience, and Root Cause Analysis and MTTR management. Domain experience in KYC (Know Your Customer) and financial services or banking domain preferred.