Incident Management - Hyderabad / Secunderabad @ NCR Corporation

NCR is an entrusted and leading MSP in the Banking and ATM industry serving major Private and Public Banks across India. Using efficient tools and systems in Managed Service as an MSP, NCR offers host of services like ATM Incident Management, Cash replenishment, EJ Reconciliation and other peripheral services to ensure consistently high service levels to its customers/banks.

As a Helpdesk representative for ATM Incident Management, the role would entail monitoring ATM based incidents closely to observe critical / non-critical incident and taking appropriate actions to resolve such incidents within the prescribed SLA for delivering highest possible ATM Uptime as per our contract with the customers/banks.

This position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls.

Key Responsibilities:

• Monitor ATM networks for NCRs customers, through NCR in house Incident Management systems and tools.

• Determine priority based on problem information and documented guidelines and use tools to remotely access customer equipment to diagnose and resolve customer problem

• Managing inbound volume of voice and mail request from MS customer and channel partners and assist in providing accurate and complete information.

• Escalate customer problems both internally and externally, when required, according to defined escalation paths.

• Consistent and effective follow up mechanism with various contracted vendors/channel partners of NCR to be followed to ensure timely resolution of incidents.

• Requires rotation in work hours involving weekend, holiday or extended hours.

Mandatory: education qualifications, years of experience, relevant years of experience, mandatory technical skill sets

• Graduate / High School Diploma (from any stream).

• 0-1 years related experience. Preferably from the ATM industry (Banking/ATM MSP).

• Basic understanding of ATM fault Management call management procedures.

• Basic PC/Microsoft Office skills and telephone skills.

• Good Soft skills Interpersonal skills (verbal written) is a must.