Pega L3 Support (Backfill) - PP & KYC

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