Job Description:
Role Title : AVP, Sr. Product Engineer, Payments (L10)
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 #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview:
This role is part of the Servicing team within Engineering. Our team focuses on servicing operations by leveraging a range of SaaS solutions across the value chain to enhance customer engagement, acquisition, and retention. Through the integration of cutting-edge technology, we develop innovative solutions that empower our teams to consistently deliver outstanding results.
Role Summary/Purpose:
We are seeking a highly experienced and dedicated Payment Processing Application Support & Maintenance Specialist to join our technology team for our Buy Now Pay Later (BNPL) and ACH/Debit card payment solutions products
The ideal candidate will have a robust background in the banking and financial services sector, specifically within the payment processing domain, and possess a minimum of 7 years of relevant industry experience.
This role will work closely on SaaS products/vendors along with cross-functional teams to deliver seamless, innovative payment experiences for our customers and partners.
This role is crucial for ensuring the smooth, reliable, and high-performance operation of our critical cards & payment processing, Buy Now Pay Later (BNPL), and Retail Lending applications.
Key Responsibilities:
Application Support & Incident Management: Provide Level 1 and Level 2 support for complex, critical production issues across various payment platforms, ensuring swift resolution to minimize downtime and business impact. Manage the entire incident lifecycle, including triage, investigation, root cause analysis (RCA), and implementing permanent fixes.
Define product requirements based on Synchrony’s needs and collaborate closely with product and engineering teams to deliver new features and enhancements
System Maintenance & Reliability: Perform routine maintenance, application health checks, configuration updates, and system tuning to optimize performance and reliability. Coordinate and execute production deployments and releases in collaboration with development and infrastructure teams.
Monitoring & Alerting: Proactively monitor product performance, system logs, and transaction flows using specialized monitoring tools. Develop, maintain, and refine dashboards, alerts, and reports in Splunk, New Relic, and/or Grafana to anticipate and identify potential issues before they impact services.
Problem Management: Identify recurring issues, analyze trends, and drive continuous improvement initiatives to enhance application stability and support efficiency.
Documentation & Knowledge Transfer: Track key metrics and report on product performance to leadership. Maintain comprehensive and up-to-date documentation for application architecture, support procedures, runbooks, and troubleshooting guides.
Stakeholder Communication: Collaborate with merchants and partners to integrate BNPL solutions and optimize the customer journey. Serve as a key liaison between business operations, development, and infrastructure teams, providing clear and timely communication regarding system status, incidents, and planned changes.
Required Qualifications:
Bachelor’s degree in computer science or related field.
Minimum 5+ years experience in payments, SaaS and Pay Later product support
Minimum of 7 years of hands-on experience in Application Support, Maintenance, or Production Operations within the banking and financial services industry.
Domain Expertise (Must-Have):
Payment Processing: Deep, demonstrable knowledge of core payment concepts, networks (e.g., Visa, Mastercard, ACH, SWIFT), transaction flows, settlement, reconciliation processes, and regulatory requirements.
Buy Now Pay Later (BNPL) & Retail Lending: Strong understanding of the technical/business architecture and operational workflows of BNPL and retail lending platforms, including origination, servicing, and collections.
Technical Skills:
Preferred Qualifications:
Experience with scripting languages for automation of support tasks.
Familiarity with ITIL framework and best practices for Incident, Problem, and Change Management.
Knowledge of cloud platforms like AWS and containerization technologies (Docker, Kubernetes).
Certifications in relevant technical or domain areas
Eligibility Criteria:
Bachelor’s Degree and 7 years of system engineering experience OR in lieu of a Bachelor’s Degree 9 years of skilled system engineering experience.
Minimum 5+ years experience in payments, SaaS and Pay Later product support
WORK TIMINGS : 2:30PM-11:30 PM IST
(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 – 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 and 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, LPP)
L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
L8+ Employee can apply
Level / Grade : 10
Job Family Group:
Information Technology