Incident Management Agent

Job description

About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 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 NCR's 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: Bachelor's 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.