Role Title: AVP, Service Delivery ( L10) COMPANY OVERVIEW : Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more. We have recently been ranked #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022. We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore Role Summary/Purpose : Service Delivery Manager- 3 (SDM3) will be a member of the Incident Response Center (IRC) and support Synchrony's Incident and Problem Management processes. As a Team Manager, you will be leading the highest priority major technology-based incidents from internal users and support associates, support vendors and Synchrony's clients, administering effective follow-up on incidents, producing meaningful analyses of data and ensuring that areas for improvement are identified and addressed. In addition, you will actively drive process improvements and take proactive measures to reduce the business impact of the technology-based incident. Also you will be required to monitor the Enterprise Network and Service Levels while proactively identifying issues and help to mitigate impact. This position is remote, where you have the option to work from home. On occasion, we may request for you to commute to our nearest office for in-person engagement activities such as team meetings, training and cultural events. To ensure the safety of our colleagues and communities, we require employees who come together in person to be fully vaccinated. We're proud to offer you choice and flexibility. Key Responsibilities : Lead P0-P2 Incident Management Calls on all levels of incidents, including coordinating & engaging support teams, tracking troubleshooting tasks, collecting impact status and providing executive updates and status. Maybe required to extend support to other priority incidents as well Assist with the maintenance of consistency and quality in SOX compliance work for IRC team. Provide audit deliverables inclusive of, but not limited to, creating process flow documents, performing detailed test work, and improve overall Quality of team and process Monitoring the progress of projects to ensure that deadlines are met. Working with management to develop new quality control processes and procedures Conducting training sessions on quality control methods and techniques to ensure that all employees are familiar with best practices. Reviewing data from internal audits and investigations to identify problems and work on the corrective action as necessary . Coordinate the administrative activities, development and maintenance of Incident Management Job Aids with SDM1s and SDM2s during and post major incident calls, while acting as a point of escalation ensuring adherence to process and providing guidance Work with IRC Manager to ensure all shifts are covered appropriately to ensure 24x7x365 support Collaborate with other Synchrony/Vendor support teams and the business to ensure that new troubleshooting and monitoring tools and processes are implemented Document areas for improvement with the handling and escalation of an Incident Assist with the management of On-boarding of new applications into the Incident Management process Develop metrics and ad-hoc analyses in support of understanding the causes and impacts of business-impacting Incidents and Problems Support Synchrony's Problem Management program by ensuring that incident causes and contributing factors are documented and addressed in a timely manner Engage support teams for Network connectivity, Business Continuity, Major Application Issues including coordinating & engaging support teams, tracking troubleshooting tasks, collecting impact status and providing executive updates and status Partner with Business Stakeholders, Product Owners, Scrum Masters, IT and or any cross-functional teams to prioritize and drive execution collaboratively for sprint/project releases across different channels. Establish and Drive Agile methodology wherever applicable. Required Skills/Knowledge : Bachelor's degree in any discipline with 4+ years of related experience in the ITES industry or in lieu of degree, minimum experience of 6+ years of experience in the ITES industry. Excellent communication skills, both written and oral Proven analytical and problem-solving skills. Strong business focus, which includes the understanding of business impact caused by incidents Strong advocate of teaming concepts and processes, promoting team functions, commitments, and communications. Strong team player. Hands-on working experience with infrastructure performance and availability tools Previous Infrastructure or Operations Experience Desired Characteristics: ITIL Practice for 3 years 5 years of people management Assertive, inquisitive and persistent Ability to lead, manage and communicate with all levels of the organization is essential Experience with technology incident management processes Exceptional relationship management skills Working knowledge of common platforms including Unix, Linux, Windows, AWS Working knowledge of common infrastructures including servers, storage, networks & cloud Green Belt and/Black Belt Six Sigma or Agile trained is a benefit Eligibility Criteria: Bachelor's degree in any discipline with 4+ years of related experience in the ITES industry or in lieu of degree, minimum experience of 6+ years of experience in the ITES industry. Work Timings: Flexible Shifts For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying. Understand the criteria or mandatory skills required for the role, before applying Inform your manager and HRM before applying for any role on Workday Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible. L08+ Employees can apply Information Technology
