Incident Management

NCR Atleos; Mumbai; On-site; INR 180,000 - 240,000; Full time

Job summary

NCR Atleos in Hyderabad is seeking a Helpdesk Representative to join its ATM Incident Management team. You will monitor ATM incidents, classify priority, and work to resolve issues within SLA, ensuring maximum ATM uptime for banks and retailers.

The role demands strong communication, basic PC and MS Office skills, and the ability to handle high call volumes, with weekend/holiday rotation as part of the shift pattern.

Qualifications

• Graduate or high school diploma in any stream.
• 0–1 years related experience; ATM industry preferred.
• Basic understanding of ATM fault management and call procedures.
• Basic PC/Microsoft Office skills and telephone skills.
• Good soft and interpersonal skills (verbal & written).

Responsibilities

• Monitor ATM networks for NCR's customers using NCR incident management systems and tools.
• Determine priority per guidelines and remotely diagnose and resolve problems.
• Handle high inbound voice and email requests from MS customers and partners.
• Escalate issues as required through defined escalation paths.
• Maintain follow-up with vendors/partners to ensure timely resolution of incidents.
• Rotate shifts including weekends, holidays or extended hours.

Skills

ATM fault management

Call handling

Microsoft Office

Communication skills

Interpersonal skills

Education

Graduate / High School Diploma

Job description

Job Description:

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.

Job Template :

Company description : Default

Grade 6 & 7

Title : Helpdesk Representative

Job location: Hyderabad

Reports to : Team Leader (Incident Management)

Grade/Level : 6 & 7

Summary/Scope of the role/product domain

NCR is an entrusted and leading MSP in the Banking and ATM industry serving major Private and Public Banks across India. Using efficient tools and systems in Managed Service as an MSP, NCR offers host of services like ATM Incident Management, Cash replenishment, EJ & Reconciliation and other peripheral services to ensure consistently high service levels to its customers/banks.

As a Helpdesk representative for ATM Incident Management, the role would entail monitoring ATM based incidents closely to observe critical / non-critical incident and taking appropriate actions to resolve such incidents within the prescribed SLA for delivering highest possible ATM Uptime as per our contract with the customers/banks.

This position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls.

Key Responsibilities

• Monitor ATM networks for NCR's customers, through NCR in house Incident Management systems and tools.
• Determine priority based on problem information and documented guidelines and use tools to remotely access customer equipment to diagnose and resolve customer problem
• Managing inbound volume of voice and mail request from MS customer and channel partners and assist in providing accurate and complete information.
• Escalate customer problems both internally and externally, when required, according to defined escalation paths.
• Consistent and effective follow up mechanism with various contracted vendors/channel partners of NCR to be followed to ensure timely resolution of incidents.
• Requires rotation in work hours involving weekend, holiday or extended hours.

Mandatory: education qualifications, years of experience, relevant years of experience, mandatory technical skill sets

• Graduate / High School Diploma (from any stream).
• 0-1 years related experience. Preferably from the ATM industry (Banking/ATM MSP).
• Basic understanding of ATM fault Management & call management procedures.
• Basic PC/Microsoft Office skills and telephone skills.
• Good Soft skills & Interpersonal skills (verbal & written) is a must.

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.