Service Operations Analyst

NCR Atleos; Mumbai; On-site; INR 350,000 - 700,000; Full time

Job summary

NCR Atleos in Mumbai, India, is seeking a Service Operations Analyst to manage daily rosters and monitor productivity. The role involves assigning tasks, handling escalations, and minimizing ATM downtime while ensuring adherence to SOPs and workflows.

You will coordinate with ATMaaS partners to sustain performance and drive SLA improvements. The role requires strong operational and communication skills in a fast-paced environment.

Qualifications

• Experience in operations support and service delivery.
• Ability to plan resource rosters and monitor performance metrics.
• Strong communication with customers and internal stakeholders.

Responsibilities

• Daily roster planning and productivity metrics measurement.
• Day-to-day task assignments for the team and the project.
• Managing escalations from customers and internal stakeholders.
• Ensure ATM related incidents/minimize downtime and compliance with SOPs.
• Engage with ATMaaS to deliver consistent performance and SLA improvements.

Skills

Roster planning

Productivity metrics

Escalation handling

Stakeholder communication

Job description

## Service Operations AnalystApply: MUMBAI, IND: Full time: Posted Today: R1155115**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.• Handling a team of 20-25 associates• Responsible for Daily roster planning and productivity metrics measurement.• Responsible for day-to-day task assignments of the team and the project.• Managing escalations from customers and internal stakeholders and providing appropriate and effective resolution to their queries/complaints.• Ensuring ATM related incidents and downtime is minimized through complete ownership.• Ensuring team complies with the laid down processes, SOP, workflows, and telephony metrics.• Engage with various teaATMaaS proactively to deliver consistent performance and further SLA delivery improvement. Escalate customer probleATMaaS both internally and externally, when required, according to defined escalation paths. #LI-NA1Offers 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.