Job Description
Provide L2/L3 production support for Pega-based applications.
Monitor application performance, identify issues, and ensure system availability.
Perform incident management, problem management, and root cause analysis (RCA).
Troubleshoot and resolve defects, including hotfix deployments and emergency patches.
Work closely with development, QA, and infrastructure teams to resolve production issues.
Handle service requests, incident tickets, and change requests within SLA timelines.
Participate in on-call support rotation and provide support during off-hours if needed.
Maintain and update knowledge base articles and support documentation.
Perform log analysis, alert monitoring, and system health checks.
Ensure compliance with ITIL processes and organizational standards.
Support release management and deployment activities.
Required Skills & Qualifications
7+ years of experience in Pega PRPC / Pega Platform.
Strong experience in a production support/application support environment.
Good Understanding Of
Case management
Business process workflows
Pega rules and debugging tools
Hands-on Experience With
Pega Admin Studio / Dev Studio
Log analysis and performance tuning
Familiarity With
SQL queries and database troubleshooting
Unix/Linux commands
Experience in incident management tools (ServiceNow, Jira, etc.).
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management skills.
Preferred Qualifications
Pega certifications such as CSA (Certified System Architect) or CSSA (Certified Senior System Architect).
Exposure to cloud platforms (AWS/Azure) is a plus.
Knowledge of integration services (REST/SOAP).
