Installation Services Specialist
NCR Corporation
- Beograd
- Stalan
- Puno radno vreme
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR ( ) is headquartered in Duluth, Georgia.Position summary & key areas of responsibility:The role is part of the EMEA CCC Managed Service Operation supporting Sainsbury managing the In-Store IT solution. Minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to prevent recurrence of Incidents related to these errors. The role involves Incident based second Level troubleshooting on Retalix Solution and Support of Servers, POS and Network equipment. Root Cause analysis using an analytical approach and deliver action plans to resolve the problems, where necessary utilizing a professional project management approach. Interact and support initiatives with SMO, NSM, FSC, other NCR teams and 3rd parties to ensure a quality service is provided to Sainsburys. Producing regular service reports for senior management in WCS and Sainsburys is a key element of this role.Main activities/tasks:
- Critical incident management of serious incidents ensuring logs are collected and serious incident and duty manager are kept updated along with customer. Taking ownership of all critical incidents from start to finish.
- To act as a point of escalation for priority calls that are generated by Sainsburys including those which have the potential to seriously impact business/ability to trade.
- To investigate and work on resolving ongoing issues
- To monitor emails for any request from Problem management and act accordingly and in timely fashion
- As a result of RCA, to ensure correct assessment of software changes in the environment for supportability and business impact.
- Taking inbound phone calls from NCR customer engineer and performing necessary troubleshooting steps
- Taking inbound phone calls from customers and performing necessary troubleshooting steps
- Performing outbound calls based on inbound troubleshooting that requires customer verification
- Employee will receive a special project from supervisor based on needs of business (may come from supervisor directly or SMO / customer)
- Follow defined escalation process)
- Create and Share knowledge in the designated Team knowledge base
- Produce specific Serious Incident reports for Sainsbury
- Software analysis skills
- Knowledge of Microsoft OS and SQL
- Knowledge of CA Unicenter Event management
- Command line scripting and VB skills are a strong plus
- Strong analytical skills
- Strong motivational skills
- Good communicating skills
- Good facilitator
- Ability to build strong customer relationship
- Strong technical capability
- Strong leadership and influencing capability
- Team player
- Strong organizational & planning skills
- Strong negotiator
- Self starter
- Flexible
- 3 plus year’s experience in various related discipline
- Retail solution experience
- Experience in RCA and continuous service improvement (6Sigma or equivalent)
- MCP in SQL and Windows Server
- Good understanding of operations and service management
- Ability to quickly learn and maintain standards under pressure
- Meets deadlines and produce high quality work
- Focuses on results and success, conveying a sense of urgency and driving issues to closure
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