SENIOR ENGINEER - Network Troubleshooting

        Remote Technical Troubleshooting & Support

o   Branch applications and POS systems.

o   Network connectivity (LAN/WAN, routers, switches).

o   Printers, scanners, and general peripherals

Monitoring of the IT infrastructure as per the SOP

        Follow Runbook/SOP to resolve event alarms

        Assigning the tickets to the identified queues or members based on Synovus defined SOP/procedure

        Incident, Service Request, Problem and Change Management

o   Handling incidents, service requests, and problem tickets in ServiceNow with the defined SLA

o   Logging, tracking, and resolving Synovus application, system, and infrastructure issues as per SOP

o   Vendor coordination, validation and assisting the deployment team during any changes using Synovus defined Vendor Management process