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 resolution. In 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
- Bachelor's 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
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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