Senior Incident Management Coordinator
NCR Edinburgh
1d ago

About NCR

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

  • Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction;
  • 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 may require rotation in work hours, weekend or holiday hours, and / or extended hours, as needed, to accommodate 24 / 7 operations;
  • Position involves prolonged periods of PC and telephone usage

    Basic qualification

    Graduate / Bachelors degree

    Offers of employment are conditional upon passage of screening criteria applicable to the job.

    EEO Statement

    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.

    Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form