Eagle Support Tier 3 Specialist

Job Summary
Synechron is seeking a skilled Level 3 Support Specialist for Eagle STAR/PACE applications to ensure high availability optimal performance and efficient incident this role you will provide expert-level support for enterprise data workflows application modules and infrastructure components working closely with clients business analysts and development teams. Your technical expertise will be essential in troubleshooting complex issues optimizing system performance and driving process improvements to enhance operational stability and compliance.

Software Requirements

• Required: Eagle STAR and PACE applications and modules SQL (version 2016 or later) Windows-based support tools incident management platforms (ServiceNow or equivalent) monitoring tools (e.g. Application Insights or similar)

• Preferred: Data management and data flow tools automation scripts (PowerShell Python) enterprise data tools cloud platform knowledge (Azure AWS)

• Experience level: 2-5 years supporting enterprise applications and data workflows in financial or large-scale enterprise environments

Overall Responsibilities

• Provide expert Tier 3 support for Eagle STAR/PACE applications troubleshooting and resolving complex incidents and defects

• Assess system logs data workflows and application configurations to identify root causes of issues

• Participate in incident management from detection through resolution ensuring minimal downtime

• Support configuration optimization and maintenance of data management tools and workflows

• Collaborate with cross-functional teams to support new implementations system upgrades and improvements

• Develop and update technical documentation resolution procedures and best practices for ongoing support

• Conduct root cause analysis and recommend corrective actions for recurrent issues

• Mentor Tier 1 and Tier 2 support teams sharing knowledge and best practices to enhance team capabilities

• Ensure compliance with data governance security protocols and regulatory standards

Technical Skills (By Category)

• Programming Languages:

  • Essential: SQL (2016) PowerShell Python (preferred) for automation and scripting support

  • Preferred: Java C# or other scripting languages relevant to enterprise systems

• Databases/Data Management:

  • SQL Server Oracle and experience with data reconciliation validation and ETL support

• Cloud Technologies:

  • Basic understanding of cloud platforms (Azure AWS) for data and application support (preferred)

• Frameworks and Libraries:

  • Data flow and integration tools enterprise data schemas and security frameworks (OAuth2 SAML)

• Development Tools & Methodologies:

  • Incident management systems (ServiceNow) monitoring tools ticketing systems and Agile support processes

• Security Protocols:

  • Data security compliance standards encryption practices access controls and audit logging

Experience Requirements

• 6 years of experience supporting enterprise applications data workflows or financial systems

• Proven expertise in incident resolution troubleshooting complex issues and optimizing data and application environments

• Experience with Eagle STAR and PACE modules strongly preferred

• Industry experience in banking financial services or risk management is advantageous; alternative enterprise data support experience also acceptable

Day-to-Day Activities

• Monitor application health performance and data workflow logs to proactively identify issues

• Troubleshoot diagnose and resolve high-priority incidents impacting application or data processes

• Collaborate with development and business teams for issue remediation and system improvements

• Support configuration and optimization activities for data management tools and workflows

• Conduct root cause analysis for recurring issues and implement corrective measures

• Create and update documentation resolution workflows and operational protocols

• Participate in incident recovery planning assessments and post-incident reviews

Qualifications

• Bachelors degree in Computer Science Information Technology or related field

• Proven experience supporting Eagle STAR/PACE applications in financial or large enterprise environments

• Strong analytical troubleshooting and problem-solving skills

• Knowledge of data governance compliance and security standards

• Excellent communication skills for technical and non-technical stakeholder engagement

Professional Competencies

• Critical thinking and analytical skills for root cause analysis and incident resolution

• Strong collaboration and communication capabilities with cross-disciplinary teams

• Ownership attitude and proactive approach to system stability and performance

• Adaptability to evolving technologies regulatory changes and operational environments

• Ability to prioritize tasks and manage multiple incidents efficiently

• Continuous learning mindset to stay current with industry best practices

SYNECHRONS 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 applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.

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