Job Summary

Pega Production Support / L2–L3 Support Engineer role:Job Title: Pega Production Support EngineerJob SummaryWe are looking for a skilled Pega Production Support Engineer responsible for ensuring the stability, performance, and reliability of Pega applications in production environments. The role involves incident resolution, root cause analysis, system monitoring, and collaboration with cross-functional teams to maintain seamless business operations.Key Responsibilities• Investigate and resolve production incidents by analysing Pega logs, alerts, Tracer outputs, and Clipboard data to ensure timely issue resolution.• Monitor and manage Queue Processors, Job Schedulers, and other background processes to ensure smooth and uninterrupted business operations.• Perform Root Cause Analysis (RCA) for critical incidents and implement permanent fixes to prevent recurrence.• Diagnose and resolve application defects using Pega constructs such as Declare Expressions, Declare Triggers, Data Pages, Activities, Flows, and Decision Rules.• Analyse and fix issues related to work objects, case lifecycle processing, duplicate case creation, and data inconsistencies.• Troubleshoot integration issues involving REST and SOAP services by analysing connector logs, request/response payloads, and system exceptions.• Execute production deployments, including code releases, hotfixes, rollback activities, and post-deployment validation.• Manage and resolve access control issues related to Access Groups, Roles, Privileges, and Operator IDs.• Identify and resolve guardrail warnings, rule resolution conflicts, and ruleset versioning issues in the Pega application.• Collaborate with business stakeholders, development teams, infrastructure teams, and release management teams to ensure timely and effective issue resolution.• Utilize Pega diagnostic tools such as Tracer, Clipboard, Live UI, and PDC (Predictive Diagnostic Cloud) for debugging and performance monitoring.Required Skills & Experience• Strong hands-on experience in Pega PRPC production support.• Solid understanding of Pega architecture, case management, and rule resolution.• Experience in troubleshooting production issues and handling L2/L3 support activities.• Knowledge of integration services (REST/SOAP) and debugging techniques.• Familiarity with background processing (Queue Processors, Agents, Job Schedulers).• Experience with deployment processes including hotfixes and rollback strategies.• Strong analytical and problem-solving abilities.• Good understanding of access control and security mechanisms in Pega.Preferred Skills• Experience with PDC (Predictive Diagnostic Cloud) monitoring.• Understanding of performance tuning and guardrail compliance.• Exposure to Agile/DevOps environments.Soft Skills• Excellent communication and stakeholder management skills• Ability to work under pressure and handle critical production incidents• Strong coordination and teamwork across multiple functions 

Key Responsibilities

1. To be responsible for providing technical guidance / solutions ;define, advocate, and implement best practices and coding standards for the team.
2. To develop and guide the team members in enhancing their technical capabilities and increasing productivity
3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.

Skill Requirements

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Other Requirements

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