Job Description
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 monitorin...