Job Description

Role Title:

AVP, Application Support and SRE \xe2\x80\x93 Engineering (L11)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry\xe2\x80\x99s 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\xe2\x80\x99s 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\xe2\x80\x99s Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India\xe2\x80\x99s 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.

Organization Overview:

Synchrony\'s Engineering Team is a dynamic and innovative team dedicated to driving technological excellence. As a member of this Team, you\'ll play a pivotal role in designing and developing cutting-edge tech stack and solutions that redefine industry standards.

The Credit Card that we use every day to purchase our essentials and later settle the bills - A simple process that we all are used to on a day-to-day basis. Now, consider the vast complexity hidden behind this seemingly simple process, operating tirelessly for millions of cardholders. The sheer volume of data processed is mind-boggling. Fortunately, advanced technology stands ready to automate and manage this constant torrent of information, ensuring smooth transactions around the clock, 365 days a year.

Our collaborative environment encourages creative problem-solving and fosters career growth. Join us to work on diverse projects, from fintech to data analytics, and contribute to shaping the future of technology. If you\'re passionate about engineering and innovation, Synchrony\'s Engineering Team is the place to be

Role Summary/Purpose:

AVP, Application Support and SRE \xe2\x80\x93 Contribute to the management of support operations for engineering applications by collaborating effectively with Vendor Partners and Synchrony Teams during the India time zone. This is a hands-on technologist role that requires exposure to SRE and DevOps technology stack along with understanding the application support process. This role entails monitoring and addressing incidents and alerts of engineering applications, ensuring a seamless handoff process with US vendor partner and Synchrony Teams. As a team member, you will play a key part in implementing technical strategies to improve support efficiency, optimize resolutions, introduce automation and incorporate site reliability engineering (SRE) principles to refine practices.

Key Responsibilities:

Responsible for continuously monitoring the health and performance of the engineering applications along with Synchrony engineering and vendor partner teams.

Review the existing tools stack set up for observability and configuration management, recommend the improvements and integrations.

Should be able to work with application development and infrastructure teams to implement the technical solutions to minimize the downtime.

Identify opportunities for proactive/reactive automations for repetitive tasks and implement the same using the scripting languages.

Develop and maintain runbook and playbooks for the automation initiatives.

Develop and implement strategies for self-healing opportunities and drive continuous improvements.

Gather and analyze metrics from applications to assist in performance tuning and fault finding.

Responsible for reviewing and ensuring the identification and addressing of incidents and application alerts promptly by collaborating with Vendor Partners.

Responsible for participating and contributing in the postmortem/ root cause analysis.

Utilize the existing Incident & Problem management eco system during India time zone to effectively address and prioritize the incidents and alerts.

Required Skills/Knowledge:

5+ years in the application support or software development role

Good understanding of IT applications support processes, incident management and problem resolution

Proficiency in DevOps concepts, Site Reliability Engineering (SRE) principles, including automation, monitoring and reliability best practices

Hands on experience of application support operations and different support metrics required to make the decisions.

Hands on experience in any of the automation and monitoring scripting languages like PowerShell scripting, Ansible, Bash, GoLang or other related scripts, experience in any of the monitoring/observability tool stacks available in the industry and experience in any of the container/microservices technology and configuration management tech stack available in the industry

Understanding of infrastructure of the applications supported.

Understanding or working knowledge of software development life cycle and methodologies like Scrum and Kanban.

Passion for technology and self-driven, detail oriented, strong organizational and time management skills

Has the ability to operate with a limited level of direct supervision.

Well-developed analytical and problem-solving skills

Customer focus mindset and innovation thought leadership and Project Management Skills

Excellent written and verbal communication skills with ability to foster a collaborative working relationships all stakeholders.

Desired Characteristics:

Service Reliability Engineering work experience/knowledge and tools/tech platform required to support the SRE operations

ITIL foundation and SRE certification are nice to have

Eligibility Criteria:

Bachelor\xe2\x80\x99s Degree and 7+ years relevant experience in Information Technology, or in lieu of a degree 9+ years relevant experience in information Technology

Work Timings:

This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time \xe2\x80\x93 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details

For Internal Applicants:

For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.

Inform your Manager or 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)

L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

Level 9+ employees are eligible to apply

Grade/Level: 11

Job Family Group: Information Technology

Synchrony