Pega L3 Support Engineer ; Hybrid

Role:
Pega L3 Support Engineer

Location:
Toronto, ON Hybrid

Type:
Contract 6-12 Months

Position Overview: We are seeking an experienced Pega L3 Support Engineer to provide advanced production support for enterprise applications built on the Pega Platform. The ideal candidate will have strong expertise in incident management, root cause analysis, performance tuning, production deployments, and troubleshooting complex Pega applications in a mission-critical banking environment.

Key Responsibilities

• Provide Level 3 (L3) production support for enterprise Pega applications.
• Investigate, troubleshoot, and resolve complex production issues within defined SLAs.
• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring incidents.
• Monitor application health, performance, and system availability.
• Support production releases, deployments, patches, and environment management.
• Collaborate with development, QA, infrastructure, Dev Ops, and business teams to resolve issues efficiently.
• Analyze application logs, alerts, and performance metrics to identify system bottlenecks.
• Perform defect analysis, bug fixes, and minor application enhancements.
• Ensure compliance with ITIL incident, problem, and change management processes.
• Develop automation scripts and operational runbooks to improve support efficiency.
• Participate in on-call support and production issue resolution as required.
• Prepare technical documentation, knowledge articles, and support procedures.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 8-10+ years of IT experience.
• 5+ years of hands-on experience supporting Pega applications in production.
• Strong experience with Pega PRPC / Pega Platform (version 7.x/8.x or above).
• Hands-on experience in L3 production support, incident management, and problem management.
• Strong understanding of Pega architecture, case management, workflows, and business rules.
• Experience with:
  • Pega Designer Studio / Dev Studio
  • Pega Admin Studio
  • Deployment Manager
  • Pega Diagnostic Cloud (PDC)
• Experience troubleshooting performance, security, and integration issues.
• Knowledge of REST/SOAP web services and enterprise integrations.
• Strong SQL skills and experience working with Oracle or SQL Server databases.
• Experience with Linux/Unix environments and shell scripting.
• Familiarity with monitoring tools such as Splunk, Dynatrace, App Dynamics, or similar.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications

• Experience supporting Banking or Financial Services applications.
• Knowledge of ITIL processes (Incident, Problem, Change, and Release Management).
• Experience with CI/CD pipelines using Jenkins, Azure Dev Ops, or Git.
• Exposure to cloud platforms such as Azure or AWS.
• Pega Certified Senior System Architect (CSSA) or Pega Certified Lead System Architect (CLSA) certification is preferred.
• Experience working in Agile/Scrum environments.

Technical Skills

• Pega PRPC / Pega Platform
• Pega Dev Studio
• Pega Admin Studio
• Pega Diagnostic Cloud (PDC)
• Case Management
• Business Rules
• REST APIs
• SOAP Web Services
• SQL
• Oracle / SQL Server
• Linux / Unix
• Shell Scripting
• Splunk
• Dynatrace / App Dynamics
• Jenkins
• Azure Dev Ops
• Git
• ITIL
• Agile/Scrum

Nice to Have

• Pega Infinity experience
• Cloud deployment experience (Azure/AWS)
• Dev Ops automation
• Performance tuning and optimization
• Banking domain knowledge
• Monitoring and observability expertise

Soft Skills

• Strong analytical and troubleshooting abilities
• Excellent communication and stakeholder management skills
• Ability to work under pressure in a production support environment
• Strong documentation and knowledge-sharing skills
• Ability to manage multiple priorities and collaborate across cross-functional teams