Company Profile:

Job description:

Job Title: Manager Service Delivery
Role Summary/Purpose:
The Service Delivery Manager 1 will be an Incident Manager of the Incident Response Center (IRC) and support Synchrony’s 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 all-priority incidents, administering effective follow-up on incidents, producing meaningful analyses of data, 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.
Essential Responsibilities:
• Handle inbound calls and 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 all-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