Latest Jobs at NCR Corporation

Job Description: Technical Support Consultant: Self Cash 

• Monitor connectivity of ATM’s to the host and resolve all terminal status issues and errors
• Resolve issues telephonically with clients
• Outbound customer care such as loading ATMs, diagnosing and fixing problems over the phone
• Inbound customer care such as technical ATM matters, billing and rebate queries, documentation and consumables
• Troubleshoot and resolve issues when systems are down or problematic
• Management of projects including software upgrades and receipt printer graphics
• Monitor critical sites and ensure they are actioned timeously
• Log all inbound and outbound calls on the in-house SparkManage software or any related software
• Follow up and action all open events timeously
• Raise events for matters that require a site visit
• Manage relationships and liaise with third party service providers
• Ensure constant revision and refining of processes and procedures
• Report on data and deliverables on a timely basis
• Be available for the on-call cycle on weekends, public holidays or weekend shift work

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Key Areas of Responsibilities

• Monitor the estate of fully-cashed ATMs to ensure all issues are actioned within the agreed timeframes
• Ensure maximum uptime and optimal cash availability of fully-cashed ATMs
• Monitor trends and advise on ATM capacity planning
• Ensure that all fully-cashed ATMs are loaded within the agreed SLA
• Monitor and report on all cost control measures to ensure optimal loading amounts
• Resolve client issues telephonically - inbound and Outbound customer care
• Submit daily, weekly and monthly reports and report on data and deliverables on a timely basis
• Manage and allocate all events accordingly
• Log all inbound and outbound calls on the in-house SparkManage software
• Troubleshoot and resolve issues when systems are down or problematic
• Monitor critical sites and ensure that they are actioned timeously
• Follow up and action all open events timeously
• Raise events for matters that require a site visit
• Manage relationships and liaise with third party service providers
• Ensure constant revision and refining of processes and procedures
• Actively track and prioritise all scheduled loads
• Monitor dedicated vehicle performance
• Be available for the on-call cycle on weekends, public holidays or weekend shift work

Basic qualifications

• Academic Grade 12.
• Cash Planning/ Planning or Coordinating experience.
• Fully computer literate across Microsoft Office
• Strong verbal, written communications and presentation skills
• Ability to communicate effectively with the management team and stakeholders

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Key areas of responsibilities

• Monitor connectivity of ATM’s to the host and resolve all terminal status issues and errors
• Maintain cash centre uptime SLAs
• Maintain site uptime SLAs
• Excellent relation building between 3rd parties
• Adhere to strict guidelines and protocols regarding 3rd parties engagements
• Inbound customer care such as technical ATM matters, billing and rebate queries, documentation and consumables
• Troubleshoot and resolve issues when systems are down or problematic
• Management of projects including software upgrades and cash optimizations
• Monitor critical sites and ensure they are actioned timeously
• Log all inbound and outbound calls on the in-house Spark Manage software
• Follow up and action all open events timeously
• Ensure optimal route planning when dealing with CIT 3rd parties
• Ensure constant revision and refining of processes and procedures
• Be available for the on-call cycle on weekends, public holidays or weekend shift work.

Basic qualifications

• Academic Grade 12.
• Telephonic support and coordinating experience
• Fully computer literate across Microsoft Office
• Strong verbal, written communications and presentation skills
• Ability to communicate effectively with the management team and stakeholders Offers of employment are conditional upon passage of screening criteria applicable to the job.

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JOB RESPONSIBILITIES:

IT support

• Efficient and timely configuration of PC /Mac device for end users
• Maintenance and repair/replacement of end-user hardware
• Efficient and timely installation and configuration of applications
• Creating and managing incidents using ServiceNow
• Work with business leads to ensure that PC/laptops/Macbooks are available for new starts and dispatched in a timely manner.
• Maintain network printers and engage with suppliers.
• Maintain AV equipment / conference rooms.
• Business support
• Business continuity plan implementation and actively participate in its definition and development.
• Participate in local, regional, and global BCP/DR exercises.
• Maintain regular meetings with IT management and IT members of the group.
• Provide suggestions for improving processes and procedures within the team.

IT operations

• Smooth and uninterrupted functioning of IT infrastructure
• Provide local remote hands and eyes for global WAN/LAN teams.
• Support system outages and work to resolve problems and issues.

Skill set

• Advanced knowledge of Microsoft client operating systems – Windows 10
• Experience with Microsoft autopilot tool / Microsoft Authenticator app / Intune (Company Portal)
• Preferred to have intermediate knowledge of Apple MacOS operating systems.
• Advanced knowledge of Microsoft office toolset and administrative functions
• Understanding of PC/laptop/MacBook hardware technologies
• Understanding of network terminologies and internet protocol
• Problem solving skills and ability to prioritize tasks and organize personal workflow.
• Ability to work under pressure.
• Availability to support out of hours activities.
• Availability to work shifts to support the business.
• Availability to support employees in remote locations

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RESPONSIBILITIES:

• Ongoing engagement with Management and Team Leaders to develop, design and maintain dashboards, KPI’s and other key drivers of success
• Monitor recent ATM installations and existing site performance to measure the company’s success in its deployment strategy
• Implement and maintain ATM sales and performance models, build reporting dashboards and report on key control indices
• Monitor new or special project performance against pre-defined criteria and advise corrective steps based on activity
• Benchmark ATM performance against financial and operational key metrics, looking for efficiencies and improvements
• Optimize Sales/Operations supply chain processes and evaluate productivity
• Reconcile field activity and improve route planning and route efficiency
• Operate ATM performance gap analysis tools, advising on current ATM performance vs desired ATM performance
• Design, implement and collate ATM performance data to determine the effectiveness of optimization strategies
• Analyse and optimize cash forecasting and float management per ATM
• Improve profitability through EBITA analysis per ATM
• Take ownership of and drive projects across departments to enhance organisational efficiency
• Analyse and comment on suitable signage and branding options to maximize revenue
• Analyse pre and post branding or signage exercises
• Vet new site proposals to ensure suitable use of company resources
• Generate weekly and monthly reporting for EXCO & MANCO

REQUIREMENTS:

• Relevant tertiary degree / diploma – Statistics, Business Intelligence
• Minimum 2 years’ experience as a Data Analyst/Developer
• Experience in supply chain, logistics, ATM or retail industries will be beneficial
• Intermediate Excel
• PowerBI development, dashboarding, data source management/maintenance and model design
• Microsoft Lists
• Power Apps, Power Automate
• Python will be advantageous
• Ability to meet and exceed defined targets

COMPETENCIES:

• Passion for excellence in all aspects of their career
• Possess strong verbal and written communications skills
• Must be responsible, self-disciplined, reliable, systematic and have a high degree of personal integrity
• Must be organized, motivated and able to manage their own time effectively
• Able to handle pressure and deliver to agreed deadlines
• Thorough attention to detail

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Responsibilities include:

• Coordinate and make sure all the necessary infrastructure is in place to allow the team to work and maintain high productivity.  Examples of such infrastructure include laptops, working environment, technical training, access to systems and tools and so on.
• Coordinate and make sure the local ATM lab is fit for purpose, that is – identify and source the ATM models necessary to support the business, make sure they are in working order and coordinate maintenance and support when required.
• Coordinate the hiring process, interfacing with the Talent Acquisition team to identify candidates, book interviews and facilitate the entire process on behalf of the team.
• Facilitate and resolve when possible all personnel and human resource issues impacting the team.  Escalate to the line manager when necessary.
• Interface with the country organizations to understand and forecast demand for the local team. Coordinate resource allocation with the team members and line manager. 
• Engage with and make sure the country organization are satisfied with the services provided by the local team.  Resolve any issues that impact their satisfaction.  Escalate any issues that cannot be resolved.
• Ensure team compliance to internal processes, such as PSA, attendance, and so on. 
• Collect and use cost, utilization, schedule fidelity and other business KPIs to measure team performance. Act and make changes where necessary.  Escalate when needed.
• Identify and implements process improvements.
• When required, travel to customer sites (usually for no longer than one week at a time) and work with customers on project related activities.
• Communicate with internal and external stakeholders. Participate in cross-functional collaboration within the organization.

The Ideal Candidate will:

• Have excellent written and verbal communication skills (English is essential)
• Have excellent teamwork and collaboration skills
• Have good technical background in software engineering and understanding of banking domain
• Have previous experience forming and leading highly productive SW development teams
• Have good understanding of Software Development and Quality Assurance best practices
• Have Project Management experience and good understanding of PM principles
• Be a self-starter, able to use his/her own initiative to get things done
• Be reliable, enthusiastic and have a ‘can-do’ attitude towards achieving the team’s objectives.
• Be passionate about technology and how it can be used to “make the everyday easier”.
• Be passionate about Continuous Improvement
• Lead by example

Basic Qualifications:

• Bachelor’s Degree in Computer Science, Engineering or related field
• Minimum 5 years of experience as a team leader or equivalent role
• Availability to travel within Europe (up to 20% of the time, usually for short durations, no more than one week at a time)

Preferred Qualifications:

• Experience with software development, in particular of mission critical, event driven, fault tolerant software systems
• Experience with the development of self service applications and relevant standards (CEN-XFS, EMV, PCI, ISO-8583 and so on)
• Experience operating in an Agile development environment and familiarity with Scrum
• Previous experience operating as a Scrum Master. Certified Scrum Master (SCM) and/or Certified Scrum Product Owner (CSPO)
• Project Management experience.  PMP, Prince2 or equivalent certification.
• Ability to speak other European languages