Job Description

:Role Title: Service Delivery Manager - (SDM1) (L08)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 BangaloreRole Summary/Purpose :Service Delivery Manager- 1 (SDM1) The Service Delivery Manager 1 will be a member of the Incident Response Center (IRC) and support Synchrony Major Incident and Problem Management processes. This includes initiating major technology-based incidents reported by internal users and support associates, support vendors and SYF\'s clients, providing leadership on lower-priority incidents, administering effective follow-up on incidents, producing meaningful analyses of data and ensuring that areas for improvement are identified and addressed. In addition, they will participate in process improvements and proactive measures to reduce the business impact of technology-based incidents. The Service Delivery Manager 1 will be a member of the Incident Response Center (IRC) and support Synchrony Major Incident and Problem Management processes. This includes initiating major technology-based incidents reported by internal users and support associates, support vendors and SYF\'s clients, providing leadership on lower-priority incidents, administering effective follow-up on incidents, producing meaningful analyses of data and ensuring that areas for improvement are identified and addressed. In addition, they will participate in process improvements and proactive measures to reduce the business impact of technology-based incidents.Key Responsibilities:Act as the first point of contact for issues reported by SYF\'s clients, internal technology support teams and internal users on major incidents impacting Synchrony\'s technology services.Lead Incident Management Calls on lower-priority incidents, including coordinating & engaging support teams, tracking troubleshooting tasks and collecting impact statusEscalate Incidents as needed based on documented instructions (job aids, Standard Operating Procedures) and engage Business Continuity and Disaster Recovery teams based on SOPs.Engage / Escalate with support vendors as need based on documented instructions.Identify priority of incident based on guidelinesCapture standard incident information through life-cycle of Incident. This includes but is not limited to detailed descriptions of the actual impacts (error messages, customer or user functions impacted) and support team involvement (triage and resolution activities performed and their associated timelines).Make use of available troubleshooting tools including but not limited to ServiceNow reports and monitoring applications.Document areas for improvement with the handling and escalation of an IncidentCreate Problem tickets related to incidents, when appropriate, as per SOPs.Maintain Call lists, resolver groups and alerting systemsManage On-boarding of new applications into the Incident Management processAssist SDM2s and SDM3 in the maintenance of Incident Management Job AidsContinuous improvement. Assist in coordinating activities to review the incident management process and implement improvementsRequired Skills/Knowledge:Bachelor\'s degree in any discipline with 0-2 years/ related experience in the ITES industry or in lieu of degree additional 2 years of experience in ITES industryExcellent communication skills, both written and oralProven analytical and problem-solving skills.Strong business focus, which includes the understanding of business impact caused by incidentsStrong advocate of teaming concepts and processes, promoting team functions, commitments, and communications. Strong team player.Hands-on working experience with infrastructure performance and availability toolsPrevious Infrastructure or Operations ExperienceDesired Characteristics:Ability to lead, manage and communicate with all levels of the organization is essentialExperience with technology incident management processesExceptional relationship management skillsWorking knowledge of common platforms including Unix, Linux, WindowsWorking knowledge of common infrastructures including servers, storage, networks & cloudEligibility Criteria: Bachelor\'s degree in any discipline with 0-2 years/ related experience in the ITES industry or in lieu of degree additional 2 years of experience in ITES industryWork Timings: Rotational ShiftsFor Internal Applicants:Understand the criteria or mandatory skills required for the role, before applyingInform your manager and HRM before applying for any role on WorkdayEnsure 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)L4 - L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.L4+ Employees can applyGrade/Level: 08Job Family Group: Information Technology

Synchrony