Team Leader – ATM Operations (FLM & SLM)

Grassroots Solutions & Services; Hinoba-an; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ATM operations

Incident management

Vendor coordination

SLA management

Leadership

MS Excel

CRM/Ticketing systems

Stakeholder communication

Education

Engineering or Computer Applications preferred

Tools

CRM/Ticketing systems

ATM monitoring tools

MS Excel

Job description

Team Leader – ATM Operations (FLM & SLM)

Job Summary

Grassroots Solutions & Services Pvt. Ltd. is seeking an experienced Team Leader – ATM Operations (FLM & SLM) to lead the First Line Maintenance (FLM) and Second Line Maintenance (SLM) support teams. The role is responsible for ensuring maximum ATM uptime, managing incident resolution, coordinating with field engineers and vendors, monitoring SLAs, and driving operational excellence.

Job Responsibilities

Lead and manage the FLM & SLM operations team to ensure seamless ATM support.

Monitor ATM incidents and prioritize critical outages for timely resolution.

Coordinate with field engineers, vendors, and stakeholders to minimize ATM downtime.

Track SLA adherence and ensure all tickets are resolved within agreed timelines.

Monitor ATM uptime and prepare daily, weekly, and monthly MIS reports.

Conduct root cause analysis (RCA) for recurring ATM issues and implement corrective actions.

Escalate critical incidents and coordinate with internal and external 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 operational efficiency.

Identify process improvement and automation opportunities to enhance service delivery.

Eligibility & Requirements

Graduate in any discipline (Engineering or Computer Applications preferred).

3–6 years of experience in ATM Managed Services, Banking Operations, NOC, or Technical Support.

Minimum 1–2 years of experience 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.

Preferred Skills

Strong leadership and people management skills.

Excellent analytical and problem-solving abilities.

Effective communication and stakeholder management.

Decision-making and escalation management.

Knowledge of ATM monitoring tools and banking operations.

Customer-focused with a continuous improvement mindset.

Employment Type- Full-Time

Industry- ATM Managed Services / Banking Operations / Financial Services / BPO