Service Delivery Manager

Synechron is hiring for the role of Service Delivery Manager!

Responsibilities of the Candidate:

• Act as the first point of contact for issues reported by Synchrony’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 status
• Escalate 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 guidelines
• Capture 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 Incident
• Create Problem tickets related to incidents, when appropriate, as per SOPs
• Maintain Call lists, resolver groups and alerting systems
• Manage On-boarding of new applications into the Incident Management process
• Assist SDM2s and SDM3 in the maintenance of Incident Management Job Aids
• Continuous improvement. Assist in coordinating activities to review the incident management process and implement improvements

Requirements:

• Bachelor’s degree and 0-4 years of related experience in technology and IT service management or in lieu of degree 2+ years of related experience in technology and IT service management
• Strong ITIL understanding and 0-2 years of experience in ITIL practices
• Superior communication skills, both written and oral
• Strong 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, promote team functions, commitments, and communications. Strong team player
• Hands-on working experience with infrastructure performance and availability tools
• Previous Infrastructure Operations Experience