Incident Management Analyst (Executive - Incident Management)

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

About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.TITLE: Executive - Incident ManagementLOCATION: CebuAbout NCR Atleos CorporationNCR Atleos Corporation (NYSE: NATL) is a leading provider of solutions that enable banks and retailers to deliver best-in-class self-service banking experiences for their customers. NCR Atleos solutions help our customers expand reach, provide greater financial access, and reduce operational complexity through industry-leading technologies, unmatched global services capabilities, the largest surcharge-free network, and expertise in running ATM networks. NCR Atleos is headquartered in Atlanta, Georgia, with 20,000 employees globally.Position Summary:The Incident Management Analyst (IMA) is responsible in monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. In this role, you will be the first level of contact for customers and field support personnel for ATM related issues.Key Responsibilities include:Create action items/tickets to resolve issues and prevent issues & possible re-occurrenceFollow through on open incidents until closureManage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the statusReturn customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessaryUtilize support systems, tools, and experience to facilitate a customer solutionUtilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatchEnsure transaction service activities are within Service Level AgreementsWork in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnelParticipate in special projects to continuously improve processes, tools, systems, and organizationWork in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needsBasic Qualifications:Associate degree or Technical Diploma1-year experience in a related fieldProficient in Windows based applications/toolsExcellent English communication skills (verbal & written)Detail oriented & ability to work under pressureAbility to work flexible working hours (night and day shift)Experience in troubleshooting over the phone (preferred)Good understanding of ATMs (highly regarded)EEO StatementIntegrated into our shared values is NCR Atleos commitment to diversity. NCR Atleos 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR Atleos has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.Offers of employment are conditional upon passage of screening criteria applicable to the job.EEO StatementNCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.