Incident Management Analyst (Supervisor)

Position Summary

Responsible for leading a dedicated Managed Services team to deliver high ATM uptime, exceptional customer experience, and operational excellence. The role involves team management, customer engagement, vendor oversight, performance analysis, cross-functional coordination, and driving continuous process improvements through data-driven decision-making.

Role & responsibilities

• The role would require handling of a dedicated Team aligned to specific customers for whom NCR would manage the MS services. Core profile would require focus on delivering improved ATM uptime MS customer.
• Define the KRA of team & ensure constant feedback on outlier performers.
• Should engage with customers on continuous basis to understand their pulse in order to meet and exceed their expectations.
• Interdepartmental coordination to ensure work orders/tasks/projects that require multiple stakeholder involvement are smoothly taken forward to a satisfactory conclusion.
• Evaluate vendor performance, determine ways and means to motivate/improve performance.
• Analyze team performance and track it closely drive operational efficiency.
• Drive initiatives and participate in team projects that enhance the quality or efficiency of help desk service.
• Should have an eye for data driven metrics and be able to understand the improvement opportunities, quantify the impact and devise ways to control performance leakages for both the customer and operations.
• Identify training needs for the team and conduct timely refresher trainings to have complete process and product related compliance.
• Ensure the various internal and customer reports (daily/weekly/monthly) are vetted and audited periodically as well always delivered to the recipients/customer without any unreasonable interruptions.
• Should have capability to lead and manage Customer reviews.