Job Description

Role Title: Production Support Analyst (L09)Company Overview: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.Organizational Overview:Production Support team is responsible for end-to-end Maintenance and Support for all major applications and Data Management across Tech & OPS. This includes ensuring the functionality and usability of applications for organization priorities and enabling users to work effectively.Role Summary/Purpose:In this dynamic role, the Production Support Analyst will be responsible for release & defect management of Agile projects/products and technology improvements for applications/technology supported by Tech & OPS. The position requires the candidate to take a leading role to work with the cross functional teams, both internal and external.Key Responsibilities: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.Support the validation process on the project/sprint release day and track the pending validations to ensure closure with proper results.Work across multiple function groups including Ops, IT, Risk, Fraud, Compliance, in coordinating defects/configuration changes/enhancements identified for the respective Product/Platform. Ensure proper ownership of these defects/ changes, including any emerging issues.Prepare and provide updates (as required) on all major releases to Leadership team including Site Leaders, Functional leaders, and Operational Leaders.Maintain a constant understanding of current and planned functionality of the respective application/platform within the Agile products.Participate in Improvement projects as needed by the business.Co-ordinate Functionality Overview sessions with the Sites (as and when applicable).Maintain a tracker for all projects release/Issue management and analyze trends.Follow up with business/IT/Compliance and work towards a closure of identified EGRC issues for EO applications.Ensure all appropriate documentation, requirements, design and test specifications and other required deliverables are created and reviewed/approved by external and internal stakeholdersBe able to construct a detailed plan report/ flow diagrams in either of Excel, MS Project, MS Visio, etcEstablish and Drive Agile methodology wherever applicable.Facilitate the resolution of issues and escalate issues to project stakeholders as requiredRequired Skills/Knowledge:Minimum 2+ years working experience on Workstation application or Testing Workstation application workflowsGood understanding about Agile Methodology (Scrum/Kanban)Fair understanding of cross-functional platforms (Customer Service, Collections, Fraud, & Merchant Services) & thorough understanding of Fiserv screens/fields.Organized and multi-task oriented in a fast-paced team environment with changing priorities, self-driven and independent workerAbility to work in flexible shifts.Excellent analytical, decision making, execution and problem-solving skills.Excellent verbal and written communication skills.Hands-on experience in hosting, leading and participating in conference calls at Portfolio/Site levelProficient with Microsoft Suite including Word, Excel, PowerPoint, One Note and Outlook or comparable software application.Desired Skills/Knowledge:Working Experience of Workstation application, workflows & testing the applicationExperience of working with Vendor Consultants and Customers (internal Clients/end-users)Agile certified. CSPO/CSM/SAFe Agilist certification will be an added advantage.Experience of working in Agile framework.Sharepoint skills will be an added advantage.Eligibility Criteria:Bachelor\'s degree in any discipline with 2+ years of experience in a financial service, Enterprise Operations, or in lieu of a degree 4+ years of experience in a financial service, Enterprise Operations.Work Timings: Flexible shiftsThis 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 - 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: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)L4+ 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.Level 4+ employees are eligible to applyGrade/Level: 09Job Family Group: Information Technology

Synchrony