Manager - ATM/CCDM Support & Operations

TechSurge Inc; Karachi Division; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

TechSurge Inc. in Karachi seeks a senior professional to manage the self‑service channel portfolio across bank regions, overseeing ATM/CCDM/ITM/Kiosk deployments, incident management, and performance improvements.

The role requires 6+ years in ATM/self‑serve tech with NCR/Diebold expertise, SQL proficiency, and strong project management skills across Agile and Waterfall methodologies. Global vendor coordination is a plus.

Qualifications

• Bachelor's Degree or equivalent.
• 6+ years of experience in the same role, with end‑to‑end technology experience on ATM, CCDM & Self‑Serve Technologies, mainly NCR & Diebold.
• Sound knowledge of NCR solutions such as Aptra Activate, AANDC, Gasper, Soldicore, Aptra Exchange, ESQ monitoring solutions.
• Sound knowledge of Diebold solutions such as Agilis, Security‑Office, Journal‑Office.
• Good knowledge of ATM Switch applications & monitoring applications.
• Good knowledge of networking, security & system fundamentals.
• Proficient in SQL, Application Management, Project Management, Agile‑Waterfall work model.

Responsibilities

• Reports to AVP – Project Manager Self Service channels and manages all Bank regions' latest self‑service channel machines in support, end‑to‑end application management, channel enhancements, new requirements and projects.
• Manages the 24×7 ATM monitoring & support team.
• Liaises with Business, Custodians, Vendors & Technology teams for various self‑service channel requirements and delivers them within timelines and budgets.
• Manages end‑to‑end incident management, monitoring & performance management, channel audits and adheres to bank's internal IT service management processes.
• Enhances self‑service channel operations and support, automates tasks with AI and robotic technologies.
• Reviews & recommends ATM, CCDM, ITM, TCR, Kiosk & Self‑Serve technologies.
• Manages ATM/CCDM hardware and software deployments, onboarding of new machines and expansions.
• Coordinates projects with business, application team and other regional stakeholders, ensuring roadmap compliance.
• Analyzes self‑service channel tools, operations, alerts, configurations to improve customer experience, reduce incidents, improve uptime and reduce complaints.
• Tracks SLA with vendors & custodians to maximize availability.
• Implements best practices, tracks compliance and ATM audit issues.
• Presents self‑service channel performance to management on a periodic basis.
• Manages end‑to‑end self‑service channel projects from initiation to closure.

Skills

Project management

Agile‑Waterfall

Stakeholder management

Education

Bachelor's Degree or equivalent

Tools

SQL

Application Management

NCR Aptra Activate

Diebold Agilis

Job description

Job Description

Reports to AVP – Project Manager Self Service channels and manages all Bank regions' latest self‑service channel machines (ATM, CCDM, Bulk cash machines, ITM, Kiosk, TCR, Interactive banker, ATM digital camera technologies, self‑service monitoring application, digital branch video walls, ATM Transaction monitoring applications, etc.) in support, end‑to‑end application management, channel enhancements, new requirements and projects. Works with stakeholders.

• Works under minimal supervision and handles all areas with zero escalations.
• Manages the 24×7 ATM monitoring & support team.
• Liaises with Business, Custodians, Vendors & Technology teams for various self‑service channel requirements and delivers them within timelines and budgets.
• Manages end‑to‑end incident management, monitoring & performance management, channel audits and adheres to bank's internal IT service management processes.
• Enhances self‑service channel operations and support, automates tasks with AI and robotic technologies.
• Reviews & recommends ATM, CCDM, ITM, TCR, Kiosk & Self‑Serve technologies.
• Manages ATM/CCDM hardware and software deployments, onboarding of new machines and expansions.
• Coordinates projects with business, application team and other regional stakeholders, ensuring roadmap compliance.
• Analyzes self‑service channel tools, operations, alerts, configurations to improve customer experience, reduce incidents, improve uptime and reduce complaints.
• Tracks SLA with vendors & custodians to maximize availability.
• Implements best practices, tracks compliance and ATM audit issues.
• Presents self‑service channel performance to management on a periodic basis.
• Manages end‑to‑end self‑service channel projects from initiation to closure.

Required Experience and Skills

• Bachelor's Degree or equivalent.
• 6+ years of experience in the same role, with end‑to‑end technology experience on ATM, CCDM & Self‑Serve Technologies, mainly NCR & Diebold.
• Sound knowledge of NCR solutions such as Aptra Activate, AANDC, Gasper, Soldicore, Aptra Exchange, ESQ monitoring solutions.
• Sound knowledge of Diebold solutions such as Agilis, Security‑Office, Journal‑Office.
• Good knowledge of ATM Switch applications & monitoring applications.
• Good knowledge of networking, security & system fundamentals.
• Proficient in SQL, Application Management, Project Management, Agile‑Waterfall work model.