ATM Operations & Service Reliability Analyst

DBS Bank; Singapore; On-site; SGD 40,000 - 62,000; Full time

Job summary

DBS Bank Asia Hub in Singapore is seeking an Operations professional to monitor the Self-Service Banking ATM network and ensure hardware and service uptime, coordinating with Field Engineers to resolve incidents. You will manage service tickets, track progress, and escalate risks to maintain SLAs, while reviewing customer feedback and supporting daily performance reporting.

The role requires 24x7 shift coverage, proficiency in MS Office, and clear communication with both technical and

Qualifications

• Must be able to support 24x7 operations with rotational shifts.
• Good knowledge of help desk KPIs such as 1st call resolution and response time.
• Ability to communicate effectively with technical and non-technical stakeholders.

Responsibilities

• Monitor the Self-Service Banking ATM network to ensure hardware availability and service uptime.
• Manage incoming ATM service tickets, ensuring timely assignment and resolution with Field Engineers.
• Escalate service risks and SLA breaches to enable prompt resolution and recovery.
• Review customer feedback and coordinate Field Engineers to inspect and restore affected ATMs.
• Review daily reports for risks, issues and performance gaps and track action plans.
• Prepare and distribute the daily ATM trip schedule for cash replenishment and maintenance.

Skills

Customer service

Effective communication

Calm under pressure

Tools

Microsoft Office

Job description

DBS Bank Asia Hub in Singapore is seeking an Operations professional to monitor the Self-Service Banking ATM network and ensure hardware and service uptime, coordinating with Field Engineers to resolve incidents. You will manage service tickets, track progress, and escalate risks to maintain SLAs, while reviewing customer feedback and supporting daily performance reporting.

The role requires 24x7 shift coverage, proficiency in MS Office, and clear communication with both technical and