TECHNICAL LEAD - Network Troubleshooting

Job Description

•  Remote Technical Troubleshooting & Support
• Branch applications and POS systems.
• Network connectivity (LAN/WAN, routers, switches).
• 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
• Handling incidents, service requests, and problem tickets in ServiceNow with the defined SLA
• Logging, tracking, and resolving Synovus application, system, and infrastructure issues as per SOP
• Vendor coordination, validation and assisting the deployment team during any changes using Synovus defined Vendor Management process