Incident Manager

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners. Responsible for responding to customer’s escalations, tracking the progress on them using ServiceNow, collaborating with multiple parties on closing the escalations off and adequately communicating progress to the stakeholders. Scheduled reporting by pulling the raw data, applying filtration and distributing to the stakeholders. Produce more complex reports and dashboards focused on incident and telephony metrics, utilizing tools such as Excel, Power BI, Tableau and Genesys. 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. Following Ticket Handling Guide, utilizing KB articles and applying investigative approach to processing tickets raised internally and externally. Communicate with customers through various means (oral, written, electronic) to assist Global SCO organization with driving metrics up. Passively do the quality assurance on tickets processed by organization and communicate improvement opportunities. Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it. Participate in special projects as assigned to continuously improve processes, tools, systems, and organization. Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing. Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations. BASIC QUALIFICATIONS: High School Diploma or equivalent. Advanced level of spoken and written English language (B2 or C1). Advanced knowledge of Excel and Power Point. Basic knowledge of Power BI and Tableau. 0-2 years of related experience. Advanced knowledge level of Windows OS. Excellent communication skills at all levels including excellent listening skills. Possess strong customer support skills, apply strong soft skills and shows understanding of customer’s issues. Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment. Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction. Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to 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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”