Incident Management Analyst

1 week ago

Cebu City, Philippines NCR Atleos Full time

Overview

Join to apply for the Incident Management Analyst (Executive - Incident Management) role at NCR Atleos .

Location: Cebu

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Position Summary

The Incident Management Analyst (IMA) is responsible for monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. In this role, you will be the first level of contact for customers and field support personnel for ATM related issues.

Key Responsibilities
  • Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
  • Follow through on open incidents until closure
  • Manage outage situations impacting the ATM fleet to ensure that appropriate resolver groups are working on the issue and that customers, key stakeholders and all concerned parties are updated on the status
  • Return customer calls, troubleshoot ATM issues using known solutions, confirm/refine problem information and criticality and route to dispatch queue in the field, if necessary
  • Utilize support systems, tools, and experience to facilitate a customer solution
  • Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
  • Ensure transaction service activities are within Service Level Agreements
  • Work in a high-volume, limited-duration call center environment and serve as the primary interface to external customers and/or their agents and field support personnel
  • Participate in special projects to continuously improve processes, tools, systems, and the organization
  • Work in an environment that involves rotation in work hours, weekends or holidays and/or may require extended hours as needed to accommodate customer needs
Basic Qualifications
  • Associate Degree or Technical Diploma
  • 1-year experience in a related field
  • Proficient in Windows based applications/tools
  • Excellent English communication skills (verbal & written)
  • Detail oriented & ability to work under pressure
  • Ability to work flexible working hours (night and day shift)
  • Experience in troubleshooting over the phone (preferred)
  • Good understanding of ATMs (highly regarded)
EEO Statement

Integrated into our shared values is NCR Atleos commitment to diversity. NCR Atleos is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR Atleos has an ongoing responsibility to respect and support a globally diverse environment.

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