Incident Problem Manager

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.
Position Summary
As the Incident / Problem Manager, you will oversee all aspects of the Major Incident / Problem Management process, from identification to restoral of service as quickly as possible to minimize the impact to business operations.
During the major incident lifecycle, the Incident Manager ensures timely escalations to technical teams, coordinates with support resources, and drives service restoration activities. The role also includes creating and managing timely communications during outages to stakeholders and supports performing the root cause analysis & and conducting follow-up meetings.
Also, the Incident / Problem Manager will drive continuous improvement activities including focusing on driving down incident / problem counts, reducing Mean time to Restore (MTTR), incident duration and will act as an escalation point for NCR leadership, business partners and our customers.

Skill Requirements

• Must be able to work independently, take the initiative and be a self-starter.
• Must have minimum 4yr experience in Incident / Problem manager role
• Strong facilitation skills to command-and-control major incident bridges to ensure timely resolution (Actively run a major incident bridge independently).
• Excellent verbal and written communication skills are required in all aspects of this role. You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients).
• Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.
• Ability to self-motivate, work in high pressure and fast-paced environment to identify and implement appropriate day to day actions with high-level direction and minimal guidance.
• Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact.
• Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.
• Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.
• Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.
• Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools.
• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.
• Experience with high availability/incident response working on call.
• Fluent in English verbal and written.

Experience & Education Requirements

• Must have minimum 4yr experience in Incident / Problem manager role
• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.
• Strong foundation in running incident / crisis events in large, complex enterprise environments.
• Demonstrable experience working in an operational area of IT, within a large or multi-client environment.
• Graduate Degree Holder or Equivalent

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.

Please refer the Job description for details