ATM Incident Manager — Fast Resolutions & Outages

NCR Atleos Corporation; Cebu City; On-site; PHP 480,000 - 640,000; Full time

Job summary

NCR Atleos Corporation, headquartered in Atlanta, is a leading provider of ATM and self-service banking solutions. The Executive - Incident Management role is based in Cebu and focuses on monitoring the ATM fleet and driving timely resolutions to incidents impacting availability.

The incumbent will serve as the first point of contact for customers and field personnel, create action items, manage outages, and ensure SLA adherence while coordinating with resolver groups to minimize downtime.

Qualifications

• Associate degree or Technical Diploma is required.
• 1 year of experience in a related field or similar role.
• Proficient in Windows-based applications/tools.
• Excellent English communication skills (verbal & written).
• Detail oriented and able to work under pressure.
• Ability to work flexible working hours (night and day shift).
• Experience in troubleshooting over the phone is preferred.
• Good understanding of ATMs is highly regarded.

Responsibilities

• Create action items/tickets to resolve issues and prevent issues and possible re-occurrence.
• Follow through on open incidents until closure.
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver groups are working on the issue and that customer and stakeholders are updated on status.
• Return customer calls, troubleshoot ATM issues using known solutions, confirm problem information and route to dispatch queue 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 call center environment as the primary interface to external customers and/or their agents and field personnel.
• Participate in projects to improve processes, tools, systems, and the organization.
• Work in shifts including weekends/holidays and extended hours if needed to meet customer needs.

Skills

English communication

Detail-oriented

Flexible hours

Phone troubleshooting

Education

Associate degree or Technical Diploma

Tools

Windows-based applications

Customer service tools

Job description

NCR Atleos Corporation, headquartered in Atlanta, is a leading provider of ATM and self-service banking solutions. The Executive - Incident Management role is based in Cebu and focuses on monitoring the ATM fleet and driving timely resolutions to incidents impacting availability.

The incumbent will serve as the first point of contact for customers and field personnel, create action items, manage outages, and ensure SLA adherence while coordinating with resolver groups to minimize downtime.