EagleOps support L4/L5 - Toronto, ON/ Vancouver, BC (4 days hybrid)

Role: EagleOps support L4/L5

Location: Toronto, ON/ Vancouver, BC (4 days hybrid)

Duration: Fulltime opportunity

Job Description:

• There is a strong need to scale Eagle expertise across the team, given the breadth of support required for ~400 active users and ~200 recurring business/data-related questions.
• A key challenge is handling concurrency and responsiveness—especially when multiple queries come in simultaneously—while maintaining the current SLAs (5-minute response, ~30-minute resolution).
• Majority of user questions are accounting setup and data-related, where stable, consistent answers and deep GAM context are critical.
• You're looking for experienced L4/L5-level Eagle support resources who can handle performance issues, password/access items, Eagle upgrades (700+ use cases), and complex functional questions across areas such as Trade Ops, Fund Accounting, and IPA.
• Even profiles with ~60–70% Eagle coverage can work, provided they are experienced (not freshers) and able to ramp quickly with the right GAM-specific knowledge.
• The current EagleOps setup includes a small number of FTEs in the US and Canada, along with contractors supporting 24/7 operations, covering activities such as job monitoring, failed file reprocessing, user access management, run-book maintenance, and performance diagnostics using the Eagle Performance module.

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.