Helpdesk Operations & Incident Management Lead

ncr; Cebu City; On-site; PHP 502,000 - 837,000; Full time

Job summary

NCR Voyix Corporation is seeking a hands-on Operations Lead to drive support teams, ensure SLA adherence, and optimize incident and knowledge management processes. You will mentor staff, report metrics, and collaborate with customers to improve service outcomes.

Ideal candidates bring strong communication, organizational skills, and a solution-focused mindset, with experience in a fast-paced support environment and MS Office proficiency. This role is on-site in Cebu City, Philippines.

Qualifications

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen and ability to meet deadlines.
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication skills.

Responsibilities

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level objectives.
• Supports Manager with key metrics, inputs, SLA results and action plans.
• Guarantees Call/Incident Management operations and escalation processes.
• Researches and analyzes operational effectiveness and provides input to management.
• Maintains relationships with key customers and adapts processes to local needs.
• Monitors audits and guides the team to meet periodic metrics.
• Ensures Knowledge Base documentation is current and accessible.
• Drives continuous improvements through special projects and cross-team collaboration.

Skills

Communication skills

Organizational skills

Problem solving

Analytical skills

Sense of urgency

Tools

MS Office

Job description

NCR Voyix Corporation is seeking a hands-on Operations Lead to drive support teams, ensure SLA adherence, and optimize incident and knowledge management processes. You will mentor staff, report metrics, and collaborate with customers to improve service outcomes.

Ideal candidates bring strong communication, organizational skills, and a solution-focused mindset, with experience in a fast-paced support environment and MS Office proficiency. This role is on-site in Cebu City, Philippines.