Job description
Job Title: L3 Production Support Engineer
- Pega Quantity: 3 Work Model: Hybrid (2–4 days onsite) Experience Required: 6–8 Years Role Description: We are seeking experienced L3 Support professionals with strong Pega platform expertise and production support capabilities. The role involves end-to-end incident management, deep technical troubleshooting across application, integration, and database layers, and ensuring timely resolution of production issues within defined SLAs.
Key Responsibilities
Incident & Production Support
- Own end-to-end resolution of L3 incidents via Service. Now, ensuring RCA and closure within SLA.
- Perform deep technical analysis across Pega, Spring Boot services, integrations, and database layers.
- Support and monitor batch jobs, schedulers, queue processors, listeners, and overall application health. Monitoring & Analysis Tools
- Utilize Splunk for log analysis, correlation, and incident triage.
- Use Dynatrace and/or Data. Dog for performance monitoring, dependency mapping, and RCA.
- Identify performance bottlenecks and production issues through observability tools. Defect & Change Management
- Raise, track, and manage defects in JIRA / JTFM.
- Prepare detailed RCA documentation for production issues.
- Map production incidents to backlog items and ensure proper tracking.
- Drive defect resolution in collaboration with development teams.
- Participate in daily defect triage meetings and ensure alignment between production issues and tracking systems.
- Execute and validate standard, emergency, and release-related changes. Collaboration & Support
- Work closely with L2 support, development, infrastructure, and vendor teams for incident resolution.
- Support escalation management and ensure timely resolution of critical issues.
- Maintain runbooks, knowledge transfer documents, and audit-compliant operational documentation. Continuous Improvement
- Identify monitoring gaps and propose proactive alerting improvements.
- Recommend automation opportunities to improve operational efficiency.
- Contribute to reduction in MTTR (Mean Time to Resolution) through process and technical improvements. Mandatory Skills & Experience:
- Strong hands-on experience with Pega platform (CSA/PCSA or equivalent), including: Tracing Clipboard analysis Rule debugging Job schedulers Queue processing
- Strong Java / Spring Boot troubleshooting experience across APIs and microservices.
- Hands-on experience with production support environments (L3 support model).
- Experience with Service. Now for Incident, Problem, and Change Management.
- Strong experience with JIRA / JTFM defect lifecycle management.
- Expertise in RCA-driven issue resolution and MTTR management. Tools & Technologies:
- Pega Platform
- Spring Boot
- Java
- Splunk
- Dynatrace
- Data. Dog
- Service. Now
- JIRA / JTFM Additional Skills:
- Knowledge of Know Your Customer (KYC) processes (preferred).
- Experience in banking or regulated environments (preferred). Keywords:
- L3 Support
- Pega
- Production Support
- RCA
- Service. Now
- Splunk
- Dynatrace
- Data. Dog
- Spring Boot
- Java
- JIRA / JTFM
- KYC
- Incident Management Experience Required: 6–8 Years