Financial Incident Management Analyst-5 - Cebu City

Financial Incident Management Analyst-5 - Cebu City


About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.


  • Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports; Reviews incident history to determine recurring faults
  • Monitor ATM networks for NCR's ATM monitoring customers
  • Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problem
  • Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity; Updates work orders and provides status information
  • Escalate customer problems 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
  • Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
  • Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload to Customer Engineer’s to meet Service Level Agreement’s (SLAs) across broader areas
  • Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
  • Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning
  • Position is responsible for overall IM system implementation and management
  • Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity
  • Coordination of testing for new devices, dispatching procedures, etc., for certification before implementation in live environment; Coordinates project start up activities
  • Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
  • Requires rotation in work hours involving weekend, holiday or extended hours


  • Associate’s Degree preferred 2+ years of related experience
  • Self-driven to analyze with existing data & drive with team
  • Result oriented to deliver timely productivity
  • Ability to work under pressure in flexible working hours Leadership skills, including: ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closure
  • Communication skills, including: Ability to effectively communicate to customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications Experience with a bank or armored car company in cash management, branch operations, or cash operations would be an advantage
  • Previous Exposure in ATM Cash & EOD Process would be an advantage

EEO Statement
Integrated into our shared values is NCR’s commitment to diversity. NCR 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Experience Requirements: 
Not requirements
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