Incident Management Associate

NCR Atleos

This role serves as the single point of contact for NCR Financial customers, ensuring efficient incident handling, accurate documentation, and timely resolution of ATM and system-related issues.

Key Responsibilities:

• Act as the single point of contact for NCR Atleos customers receiving Incident Management Services.

• Receive, log, and manage customer incidents via phone and support systems.

• Monitor ATM incidents for NCR ATM monitoring customers.

• Classify and prioritize incidents based on documented guidelines and business impact.

• Accurately record all incident details, updates, and resolutions in the Help Desk Solution (HDS) system.

• Maintain and update work orders, providing clear status of communication to customers and internal teams.

• Escalate incidents internally or externally according to defined escalation procedures.

• Generate and review daily and weekly incident reports to identify trends and recurring issues.

• Participate in continuous improvement initiatives and team projects to enhance service quality and efficiency.

• Support the implementation and ongoing management of the Incident Management (IM) system.

• Continuously develop communication and support skills through coaching and feedback.

Qualifications:

• Bachelor s degree (required).

• Excellent spoken and written English.

• Professional experience using Windows applications, Microsoft Office, and Internet-based tools.

• Strong problem-solving, analytical, and communication skills.

• Ability to work effectively in a fast-paced, customer-focused environment.

• Experience in incident management, help desk, or IT service operations is an advantage.

Work Schedule:

• Shift-based role with rotational coverage to support business operations.