Job Description
We are
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At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 17,000+, and has 58 offices in 22 countries within key global markets.
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Our challenge
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The Sr Ops Engineer will support the Regulated Messaging organization, which is responsible for the technology used to capture, store, validate, and surveil electronic communications for regulatory and compliance purposes.
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As a member of the operational support team, the successful candidate will provide leadership and hands-on support for technical issues, operational processes, and change management activities related to large-scale enterprise applications, systems, databases, and Software-as-a-Service (SaaS) products. The role will operate in a fast-paced production environment with a strong focus on regulatory compliance, operational resilience, risk management, and service quality.
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Additional Information*
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The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within Charlotte, NC is $90k - $97k/year & benefits (see below).
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The Role
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Responsibilities:
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- Support the day-to-day operation and stability of regulated messaging applications, systems, databases, and SaaS platforms.
- Provide operational support for technical incidents, service requests, problems, and production issues.
- Participate in the investigation, triage, resolution, and root-cause analysis of technical and operational issues.
- Support change management activities, including impact assessments, implementation planning, testing, approval coordination, and post-implementation validation.
- Ensure operational processes align with regulatory, compliance, risk, audit, and internal control requirements.
- Identify opportunities to improve operational efficiency, reduce risk, eliminate manual effort, and enhance service quality.
- Lead or contribute to continuous improvement initiatives across the production support environment.
- Design and implement process automation solutions using a variety of tools and technologies.
- Build automation solutions that are scalable, reusable, maintainable, and robust from design through production implementation.
- Develop, maintain, and improve operational procedures, process documentation, knowledge articles, control evidence, and support records.
- Promote accurate, timely, and well-organized documentation and record keeping across the team.
- Establish and monitor operational metrics, service management reporting, process performance indicators, and improvement tracking.
- Collaborate with engineering, infrastructure, database, application, vendor, risk, compliance, and business teams.
- Coordinate effectively with globally distributed teams and stakeholders across different time zones.
- Support audit, regulatory, risk, and compliance activities by providing accurate documentation, evidence, and status updates.
- Contribute to the development and enhancement of operating models, standard operating procedures, support playbooks, and governance processes.
- Participate in the on-call rota and provide out-of-hours support when required.
- Promote a culture of accountability, operational discipline, continuous learning, and service excellence.
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Required Qualifications
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- Experience in operational excellence, production support, service management, technology operations, or a related discipline.
- Experience supporting large-scale enterprise applications, systems, databases, and/or SaaS products in a production environment.
- Demonstrated experience with process optimization, continuous improvement, and operational efficiency initiatives.
- Experience designing and implementing process automation solutions.
- Ability to develop solutions that are scalable, reusable, reliable, and supportable in production.
- Strong experience with ServiceNow, including incident, problem, change, request, knowledge, and/or reporting processes.
- Strong experience with Jira for issue tracking, workflow management, delivery coordination, and reporting.
- Strong experience with SharePoint for documentation, collaboration, knowledge management, and controlled record keeping.
- Strong experience with Confluence for knowledge management, operational documentation, and support content.
- Experience working within regulated, controlled, or compliance-focused environments.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced production support environment.
- Demonstrated ability to collaborate with globally distributed teams and cross-functional stakeholders.
- Willingness and ability to participate in an on-call rota.
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We offer:
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- A highly competitive compensation and benefits package.
- A multinational organization with 58 offices in 22 countries and the possibility to work abroad.
- 10 days of paid annual leave (plus sick leave and national holidays).
- Maternity & paternity leave plans.
- A comprehensive insurance plan including medical, dental, vision, life insurance, and long-/short-term disability (plans vary by region).
- Retirement savings plans.
- A higher education certification policy.
- Commuter benefits (varies by region).
- Extensive training opportunities, focused on skills, substantive knowledge, and personal development.
- On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
- Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
- Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms.
- A flat and approachable organization.
- A truly diverse, fun-loving, and global work culture.
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S YNECHRON’S DIVERSITY & INCLUSION STATEMENT
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Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
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All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.