Monitoring of the IT infrastructure as per the SOP which includes Servers, Storage, applications and databases utilizing the tools setup provisioned and managed by Synovus.
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
Application & Infrastructure Monitoring
Monitoring application performance and system health through alerts from Dynatrace, SolarWinds and Meraki
Carrying out daily/weekly/monthly health checks and alert for any violation that may lead to performance issues/outages
Supporting planned maintenance windows.
Stakeholder Communication
Providing status updates to business teams, internal stakeholders, and end users.
Participating in incident bridges, technical calls, and review meetings.
