Service Operations Associate Ii

Job Summary

About NCR Atleos

NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Summary:

This role serves as the single point of contact for NCR Financial customers ensuring efficient incident handlingaccuratedocumentation andtimelyresolution of ATM and system-related issues.

Key Responsibilities:

• Act as the single point of contact for NCRAtleoscustomers receiving Incident Management Services.

• Receive log and manage customer incidents via phone and support systems.

• Monitor ATM incidents for NCR ATM monitoring customers.

• Classify and prioritize incidents based on documented guidelines and business impact.

• Accurately record all incident details updates and resolutions in the Help Desk Solution (HDS) system.

• Maintain and update work orders providing clearstatus ofcommunication to customers and internal teams.

• Escalate incidents internally or externally according to defined escalation procedures.

• Generate and review daily and weekly incident reports toidentifytrends and recurring issues.

• Participate in continuous improvement initiatives and team projects to enhance service quality and efficiency.

• Support the implementation and ongoing management of the Incident Management (IM) system.

• Continuously develop communication and support skills through coaching and feedback.

Qualifications:

• Bachelors degree (required).

• Excellent spoken and written English.

• Professional experience using Windows applications Microsoft Office and Internet-based tools.

• Strong problem-solving analytical and communication skills.

• Ability to work effectively in a fast-paced customer-focused environment.

• Experience in incident management help desk or IT service operations is an advantage.

Work Schedule:

• Shift-based role with rotational coverage to support business operations.

Why Join Us

• Workwith a global leader in financial technology.

• Gain exposure to enterprise-levelincidentand service management systems.

• Structured training and professional development opportunities.

• Collaborative multicultural and supportive work environment.

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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.

Required Experience:

IC

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