Incident Management Agent

About NCR Atleos

NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Incident Management Agent

Location: Cairo Egypt (Hybrid)

Position Summary:

The Incident Management Agent serves as the primary point of contact for NCR Financial customers ensuring the effective management monitoring and resolution of incidents and service requests. The role is responsible for handling customer interactions monitoring ATM incidents troubleshooting issues documenting incidents and coordinating escalations when required. The successful candidate will play a critical role in maintaining service quality minimizing disruption to customer operations and ensuring high levels of customer satisfaction through timely and accurate incident management.

Key Responsibilities:

• Act as the single point of contact for NCR Financial customers regarding Incident Management Services.

• Receive log and manage customer calls incidents and service requests in a professional and timely manner.

• Monitor ATM incidents and system alerts for NCRs ATM monitoring customers.

• Analyze incident details and determine appropriate priority levels based on documented procedures and business impact.

• Provide first-level troubleshooting and support to resolve incidents and restore service as quickly as possible.

• Utilize remote access tools to diagnose investigate and resolve customer issues.

• Accurately record document and maintain incident records within the Help Desk Solution (HDS) system.

• Update work orders with detailed information progress updates actions taken and resolution status.

• Review incident history and trends to identify recurring issues and support proactive problem management.

• Generate daily and weekly incident reports for operational tracking and management reviews.

• Escalate incidents internally and externally according to established escalation procedures when necessary.

• Research and respond to customer inquiries received through phone calls emails letters and callbacks within defined service levels.

• Ensure compliance with service management processes and quality standards.

• Support the implementation maintenance and management of Incident Management systems and processes.

• Contribute to team projects and continuous improvement initiatives aimed at enhancing service quality and operational efficiency.

• Develop technical and communication skills through coaching feedback training and professional development opportunities.
  

Basic Qualifications:

• Bachelors degree in information technology Business Administration or a related field.

• Excellent command of the English language both written and verbal.

• 0 to 2 years of experience in a Help Desk IT Support Incident Management Service Desk Customer Support or Operations environment.

• Excellent verbal and written communication skills in English.

• Ability to manage multiple tasks and prioritize workload in a fast-paced environment.

• Knowledge of incident management processes and service support principles is an advantage.

• Proficiency in Microsoft Office applications.

• Ability to work independently as well as collaboratively within a team environment.

• Strong analytical and troubleshooting skills.

• Willingness to work in a 24/7 shift-based environment including public holidays if required.

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.