Posted 5 months ago
Pega L3 Support (Backfill) - PP & KYC
@ Astra North Infoteck Inc.
Toronto, Ontario
Overview
Astra North Infoteck Inc. is hiring a Pega L3 Support specialist (backfill) for a PP and KYC application. The role owns end-to-end resolution of L3 incidents, covering root cause analysis, defect management and production monitoring across Pega, Spring Boot services and their integrations.
Responsibilities:
- Resolve L3 incidents end-to-end via ServiceNow, including RCA and closure within SLA
- Analyze Pega, Spring Boot, integration and database issues using Splunk and Dynatrace/DataDog
- Raise, track and drive defects to closure in JIRA / JTFM with Dev teams
- Execute and validate standard, emergency and release changes
- Maintain runbooks, KT artifacts and audit-compliant documentation
Requirements summary:
- Strong Pega Platform experience (CSA/PCSA or equivalent)
- Solid Java / Spring Boot troubleshooting (APIs, microservices)
- Hands-on Dynatrace (RCA, dashboards, alerting) and Splunk (queries, dashboards)
- Experience in an L3 production support model
- Working knowledge of ServiceNow and JIRA / JTFM defect lifecycle
- RCA-driven issue resolution and MTTR management
Tools & skills
Source and dates
Source type not verified · zoho
- Employer posting date
- 2026-06-01
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-10-11
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Software development |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Licences & certifications | Pega CSA, Pega PCSA |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Astra North Infoteck Inc.
| Field | Value |
|---|---|
| Open jobs on Jobsy | 426 |
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: o Splunk for log analysis, correlation, and triage o Dynatrace/DataDog for performance analysis, and dependency mapping • Support and monitor: o Batch jobs, schedulers, queue processors, listeners, and application health • Raise, track, and manage defects in JIRA / JTFM, including: o Detailed RCA documentation o Mapping production issues to backlog items o 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 • Collaborate with L2, Dev, Infra, and vendor teams for incident triage, escalation, and resolution • Maintain runbooks, KT artifacts, and audit-compliant documentation • Identify proactive monitoring gaps, alert tuning, and automation opportunities Mandatory Skills & Experience • Strong Pega Platform experience (CSA/PCSA or equivalent) o Tracing, clipboard, rules debugging, job schedulers, queues • Solid Java / Spring Boot troubleshooting (APIs, microservices) • Hands-on experience with: o Dynatrace (RCA, dashboards, alerting) o Splunk (log queries, analysis, dashboards) • Experience in L3 Production Support Model • Strong working knowledge of: o ServiceNow (Incident / Problem / Change) o JIRA / JTFM defect management lifecycle • Experience in RCA-driven issue resolution and MTTR management |
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