ATM Incident Response Analyst

NCR Atleos; Cebu City; On-site; PHP 360,000 - 520,000; Full time

Job summary

NCR Atleos in Cebu is seeking an Incident Management Analyst to monitor the ATM fleet and drive actions to resolve issues affecting ATM availability. You will be the first point of contact for customers and field personnel, creating tickets and coordinating resolution.

The role requires an Associate degree or technical diploma, 1 year in a related field, and strong English communication. Night/shift hours may be required; training provided.

Qualifications

• Associate degree or technical diploma is required.
• 1 year of experience in a related field preferred.
• Excellent English communication skills.
• Detail oriented and able to work under pressure.
• Experience troubleshooting ATM issues by phone is preferred.

Responsibilities

• Create action items and tickets to resolve ATM issues.
• Follow through on open incidents until closure.
• Manage outages to ensure timely resolution and updates to stakeholders.
• Return customer calls and troubleshoot ATM problems via known solutions.
• Route issues to dispatch when in-field support is needed; use support systems to track progress.
• Ensure service levels are met and participate in process improvements.

Skills

ATM knowledge

English proficiency

Troubleshooting by phone

Stress tolerance

Customer service

Education

Associate degree or Technical Diploma

Tools

Windows-based tools

Job description

NCR Atleos in Cebu is seeking an Incident Management Analyst to monitor the ATM fleet and drive actions to resolve issues affecting ATM availability. You will be the first point of contact for customers and field personnel, creating tickets and coordinating resolution.

The role requires an Associate degree or technical diploma, 1 year in a related field, and strong English communication. Night/shift hours may be required; training provided.