EDGE L2 Support Shift team Leader / Senior Engineer

NCR Corporation; Cebu City; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

NCR Voyix is looking for a seasoned EDGE Support Operations Shift Team Leader/Senior Engineer in the Cebu area. You will own shift responsibilities, build and guide a team, and ensure high-quality support for our diverse global customers.

You will monitor incidents, drive SLA adherence, and help deploy EDGE software while mentoring new team members. Join a fast-growing, globally active unit focused on delivering proactive, world-class IT support and maintaining rigorous documentation and process

Qualifications

• Shift-based operational responsibilities requiring proactive planning.
• Ability to lead a team and manage SLAs under pressure.
• Experience with Windows/Linux servers and monitoring tools.

Responsibilities

• Responsible for all operational tasks during your shift.
• Lead a growing support operations team and mentor members.
• Plan and organize workload to meet timescales and priorities.
• Provide leadership, drive quality, and manage appraisals and recruitment.
• Ensure SLA compliance and customer satisfaction.
• Maintain documentation and enforce policies and standards.
• Coordinate major incidents and allocate resources for support needs.
• Monitor live customer environments and escalate issues as required.
• Assist with deploying EDGE software and onboarding new team members.
• Maintain up-to-date knowledge of products and competitors.

Skills

Leadership

Customer support

ITIL practices

Windows Server

Linux

SLA management

Tools

Edge monitoring tools

Cloud platforms

Ticketing systems

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining.

Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.

NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Key Accountabilities

You will be fully responsible for your shift and ensure that we deliver a proactive world-class support service to all our global customers. As both this role and the team are a new function, there will be emphasis for this role to contribute to defining and shaping of the scope, deliverables, toolsets and processes associated with this team. You will work to ensure the efficient running of EDGE Support Operations, providing technical support in all areas of the shift activities. This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Shift Team Leader/Senior Engineer will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan. Highly organized and with exceptional attention to detail you'll be able to effectively plan and prioritize your team’s workload, as well as accurately measuring and reporting on their progress.

Responsibilities and Duties

• Responsible for all operational support and tasks during your shift
• Building the best Support operations team in the industry, including training and supporting the team as it grows
• Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required.
• Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment
• Ensuring all support requests are dealt with within SLA and to our customers' satisfaction
• Ensuring there is high quality documentation for the support Team to refer to for all tasks
• Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled
• Taking a lead role in assisting and coordinating any P1/major incidents
• Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements.
• Answering emails, calls, and online chat in a positive and friendly manner.
• Creating a record of each customer problem and spot trends when applicable.
• Deliver technical IT support as required to our diverse client base.
• Monitoring live customers' EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
• Ensuring the task of monitoring is continuously improved, to ensure the monitoring of live customers software and infrastructure is successful
• Management of Windows and Linux server operating systems
• Assisting our partners and customers with deploying the EDGE software
• Monitoring "Live" customers and cloud/store infrastructure
• Fulfilling IT maintenance tasks scheduled by other team members.
• Promote and provide support for new products and technologies.
• Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
• Maintain an up-to-date knowledge of our products, technologies, and our competitors.
• Meet customer contractual SLAs in addition to business OLA targets and metrics.
• Maintain high customer satisfaction ratings that meet company standards.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix's commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Help us run the world's top brands.

At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.