Financial Incident Management Analyst - NCR - Cebu City
Cebu City, PH
10d ago
source : jobs4it

Cebu CityAbout NCRNCR Corporation (NYSE : NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences.

With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business.

NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.

  • POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY : Responsible for service requests from customer and ensure timely and satisfactory resolution of problems;
  • Generates daily and weekly incident reports; Reviews incident history to determine recurring faultsMonitor ATM networks for NCR's ATM monitoring customersDetermine priority based on problem information and documented guidelines;
  • Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problemRecord information into the HDS (Help Desk Solution) system;
  • Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity;
  • Updates work orders and provides status informationEscalate customer problems both internally and externally, when required, according to defined escalation pathsEnhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approachesResearch, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standardsAllocates engineer appointment times for jobs requiring multiple resources on-

  • site; Assigns and distributes workload to Customer Engineer’s to meet Service Level Agreement’s (SLAs) across broader areasAcquire and maintain current knowledge of relevant product offerings and support policies;
  • Assist in special product-related issues as neededParticipate in team projects that enhance the quality or efficiency of help desk service;
  • Guide team in effective planningPosition is responsible for overall IM system implementation and managementAnalysis and implementation of Gasper Manager features to fulfill business requirements and improve service;
  • Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrityCoordination of testing for new devices, dispatching procedures, etc.

  • for certification before implementation in live environment; Coordinates project start up activitiesContribute as a team member;
  • participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues;
  • participate in special projects as assigned to continuously improve processes, tools, systems and organizationRequires rotation in work hours involving weekend, holiday or extended hoursPREFERRED QUALIFICATIONS : Associate’s Degree preferred 2+ years of related experienceSelf-

    driven to analyze with existing data & drive with teamResult oriented to deliver timely productivityAbility to work under pressure in flexible working hours Leadership skills, including : ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closureCommunication skills, including : Ability to effectively communicate to customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications Experience with a bank or armored car company in cash management, branch operations, or cash operations would be an advantagePrevious Exposure in ATM Cash & EOD Process would be an advantageEEO StatementIntegrated into our shared values is NCR’s commitment to diversity.

    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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

    Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo 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.

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