Senior Executive - Incident Management

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

About NCR Atleos Corporation NCR Atleos Corporation (NYSE: NATL) is a leading provider of solutions that enable banks and retailers to deliver best-in-class self-service banking experiences for their customers. NCR Atleos solutions help our customers expand reach, provide greater financial access, and reduce operational complexity through industry-leading technologies, unmatched global services capabilities, the largest surcharge-free network, and expertise in running ATM networks. NCR Atleos is headquartered in Atlanta, Georgia, with 20,000 employees globally.

Position Summary

The Senior Executive Incident Analyst is responsible in monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. In this role, you will be the first level of contact for customers and field support personnel for ATM related issues. You will also act as the Point of Contact of both internal & external stakeholders for any transactional related requests or queries if the team lead is unavailable.

Key Responsibilities include:

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
• Utilize support systems, tools, and experience to facilitate a customer solution
• Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
• Ensure transaction service activities are within Service Level Agreements
• Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel
• Participate in special projects to continuously improve processes, tools, systems, and organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs
• Work with the team & direct supervisor in consistently implementing current processes & suggesting improvements
• Can perform high level ticket analysis, reporting & mitigation as required
• Acts as POC during the absence of the direct supervisor and coordinates daily team & tasks assignment
  
  

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

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.