NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries.
NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Title : Senior Incident Management Coordinator
Grade : 8
Location : Karachi, Pakistan
Job description :
Applies knowledge of problem routing, tracking and escalation procedures; Applies knowledge of data entry software applications and related desktop tools
Accepts and routes calls; Gathers problem information and records data in desktop tools
Monitors incident status and escalates cases that are not resolved in a specific time frame
Required to identify training needs of the agency through attending training sessions; also responsible for maintaining records of training needs
Suggest ways and means to motivate / improve vendor performance
Suggest improvements and take preventive measures to consistently improve quality of cash services
Generate periodical CIT Run report
Update central data on TAT, cost approvals, change of ATM IDs, cassette details, mail IDs & contact details; Responsible for collecting, archiving, and maintaining data from multiple sources
Have regular, interactive feedback calls with operational team of customers to improve quality of deliverables within SLA
Act as single point of contact for NCR Financial customers with Incident Management Services; Schedules customer installation activity
Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
Monitor ATM networks for NCR’s ATM monitoring customers
Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; escalate both internally and externally, when required, according to defined escalation paths
Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
Participate in team projects that enhance the quality or efficiency of help desk service
React to all electronic alerts and customer reports of trouble; Monitor ATM networks for indications of trouble and performing initial diagnosis and trouble isolation
Generate or verify the generation of a GEMS incident for all problems detected or reported
Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
Document all actions taken to resolve incidents in GEMS; Ensure the correct and timely closure and completion of all incidents in GEMS.
This position is accountable for continuously receiving and handling high volumes of incidents
Position involves prolonged periods of PC and telephone usage
Graduate / Bachelors degree
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.
NCR 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. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies : NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility.
NCR is not responsible for any fees or charges associated with unsolicited resumes.