Incident Management Analyst (Executive - Incident Management)

at  NCR Atleos

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.
TITLE: Executive - Incident Management
LOCATION: Cebu
About NCR Atleos Corporation
NCR Atleos Corporation (NYSE: NATL) is a leading provider of solutions that enable banks and retailers to deliver best-in-class self-service banking experiences for their customers. NCR Atleos solutions help our customers expand reach, provide greater financial access, and reduce operational complexity through industry-leading technologies, unmatched global services capabilities, the largest surcharge-free network, and expertise in running ATM networks. NCR Atleos is headquartered in Atlanta, Georgia, with 20,000 employees globally.
Position Summary:
The Incident Management Analyst (IMA) is responsible in 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 include:

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in 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 service 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 organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours 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)
• Cood 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.
Statement to Third flarty Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in 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 service 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 organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer need