ATM Operations Team Lead: Uptime & SLA Champion

Grassroots Solutions & Services; Hinoba-an; Sur place; PHP 800 000 - 1 100 000; Plein temps

Résumé du poste

Grassroots Solutions & Services Pvt. Ltd. is seeking an experienced Team Leader – ATM Operations (FLM & SLM) to guide the First Line Maintenance and Second Line Maintenance teams. The role focuses on maximizing ATM uptime, incident resolution, and vendor collaboration to reduce downtime.

You will monitor incidents, coordinate with engineers, and drive SLA attainment while maintaining compliance with security policies. Rotational shifts are required.

Qualifications

• Graduate in any discipline (Engineering or Computer Applications preferred).
• 3–6 years of ATM Managed Services, Banking Operations, NOC, or Technical Support experience.
• 1–2 years in a Team Leader or supervisory role.
• Strong knowledge of ATM FLM & SLM operations, incident management, and vendor coordination.
• Experience in SLA management and operational reporting.
• Proficiency in MS Excel, reporting tools, and CRM/Ticketing applications.
• Willingness to work in rotational shifts.

Responsabilités

• Lead and manage FLM & SLM operations to ensure seamless ATM support.
• Monitor ATM incidents and prioritize outages for timely resolution.
• Coordinate with field engineers, vendors, and stakeholders to minimize downtime.
• Track SLA adherence and ensure tickets are resolved within timelines.
• Prepare daily, weekly, and monthly MIS reports on ATM uptime.
• Conduct root cause analysis for recurring ATM issues and implement corrective actions.
• Escalate critical incidents and coordinate with stakeholders until closure.
• Review team productivity, quality, and operational performance.
• Ensure compliance with SOPs, client guidelines, and information security policies.
• Train, mentor, and coach team members to improve efficiency.
• Identify process improvements and automation opportunities in service delivery.

Connaissances

ATM operations

Incident management

Vendor coordination

SLA management

Leadership

MS Excel

CRM/Ticketing systems

Stakeholder communication

Formation

Engineering or Computer Applications preferred

Outils

CRM/Ticketing systems

ATM monitoring tools

MS Excel

Description du poste

Grassroots Solutions & Services Pvt. Ltd. is seeking an experienced Team Leader – ATM Operations (FLM & SLM) to guide the First Line Maintenance and Second Line Maintenance teams. The role focuses on maximizing ATM uptime, incident resolution, and vendor collaboration to reduce downtime.

You will monitor incidents, coordinate with engineers, and drive SLA attainment while maintaining compliance with security policies. Rotational shifts are required.