EagleOps Support Specialist

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 16,400+, and has 60 offices in 20 countries within key global markets.

Our challenge

We are seeking an experienced EagleOps Support Specialist to scale and strengthen our Eagle support capabilities. The right candidate will be responsible for managing complex, data-intensive support queries, ensuring high responsiveness, and maintaining SLAs. This role requires deep GAM (Fund, Trade, IPA) context, proficiency in Eagle-related troubleshooting, and the ability to handle performance, upgrade, and functional challenges in a fast-paced environment.

Additional Information* 

The base salary for this position will vary based on geography and other factors.  In accordance with law, the base salary for this role if filled within Toronto, ON  is CAD $110k – CAD $120k/year & benefits (see below).

The Role

Responsibilities:

• Provide Level 4/5 support for Eagle platform, covering ~400 active users and handling ~200 recurring questions related to data, accounting setup, and system functions.
• Manage concurrency and responsiveness, ensuring SLAs of 5-minute initial response and 30-minute resolution are consistently met.
• Troubleshoot and resolve performance issues, job failures, missing data, and concurrency bottlenecks, leveraging Eagle’s Performance module.
• Support Eagle upgrades (700+ use cases), utilizing deep functional expertise in areas such as Trade Operations, Fund Accounting, and IPA.
• Handle user access, password resets, and security items with high attention to compliance and audit standards.
• Assist with failed file reprocessing, job monitoring, and run-book maintenance.
• Address complex functional questions by leveraging GAM context and deep understanding of Eagle setup and data flows.
• Participate in on-call support and escalate critical issues as needed, ensuring minimal business impact.
• Collaborate with global support teams, contractors, and business users to maintain stability and continuously improve support processes.
• Document troubleshooting steps, knowledge articles, and support procedures to enhance team knowledge base.
• Support and contribute to performance diagnostics and optimization efforts.

Requirements:

• 4+ years of hands-on Eagle platform support, ideally at L4/L5 level, supporting Finance, Trade Ops, or Asset Management functions.
• Deep understanding of Eagle’s architecture, modules, and use cases, with experience supporting 700+ use cases and upgrades.
• Strong experience handling concurrency, system performance tuning, and troubleshooting Eagle jobs and data issues.
• Proficiency in Eagle’s Performance modules, job scheduling, and monitoring tools.
• Knowledge of GAM contexts such as Trade Operations, Fund Accounting, and IPA.
• Familiarity with user management, security protocols, password management, and access controls.
• Experience supporting large-scale environments with multiple users and contractors.
• Ability to work quickly and effectively under pressure, with a customer-centric approach.
• Excellent communication skills, with the ability to articulate technical issues to both technical and non-technical stakeholders.
• Willingness to support 24/7 operations as part of a global support team.

Preferred, but not required:

• Experience with Eagle upgrades, patching, and extending Eagle system functionalities.
• Knowledge of scripting or automation tools for support and diagnostics.
• Prior support experience in financial services, especially in asset management or fund operations.

We offer:

• A multinational organization with 60 offices in 20 countries and the possibility to work abroad.
• 15 days (3 weeks) of paid annual leave plus an additional 10 days of personal leave (floating days and sick days).
• A comprehensive insurance plan including medical, dental, vision, life insurance, and long-term disability.
• Flexible hybrid policy.
• RRSP with employer’s contribution up to 4%.
• A higher education certification policy.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
• Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms.
• A truly diverse, fun-loving and global work culture.

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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