NCR Looking for Technical Support Spec III at Mumbai, Maharashtra Full Time

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Job Title:– Technical Support Specialist.

Job location:– Mumbai, Maharashtra.

Position Summary:
Implement and maintain End Point Security solutions and services

White List administration

ePO server administration

Troubleshooting Solidcore issues

Analysis of relevant logs, tracing and extracting relevant details

Serving as the single point of contact to triage and escalate incidents

Creating analytics Reports

Maintaining Security services solutions

Building, testing, and deploying software packages

Remote software distribution

Roles and Responsibilities:

• This position provides enhanced technical support to the teams that provide Remote and Managed Services to our customers and customers who use these services. With the vast array of sources, the position may involve support for multiple product lines supporting the Finance industry.

Implement and maintain End Point Security solutions and services (Solidcore on the ATM, McAfee, ePO server, etc.) and work on various tasks related with it (BIOS update, White List administration, etc.).

Analysis of relevant logs, tracing and extracting relevant details from these logs, and understanding the relationship of the details across different products and components for the services our customers have implemented.

Serving as the single point of contact to triage and escalate incidents to various functional teams that will aid with problem resolution. Creating, managing, and owning tickets from start to end in the NCR incident management system (ensuring closure of all incident and problem records). Monitoring tickets and following defined standard work practices (including adherence to escalation parameters).

Adapting to operationally-specific scenarios that vary by product, line of business, account, or geography. Following standard work practices and adapting to operational changes as needed. Providing support of account opportunity assessments and onboarding new practices

Analyzing service history and health to provide improved service enhancement recommendations. Proactively recommending improvements to support processes and practices. Working directly with customers and internal team members in a professional manner. Documenting lessons learned, processes and procedures

Coordinate and develop problem isolation plans and/or personally solve customer problems when appropriate; Assemble and assess solution alternatives; Develop and document procedures for support and operations; Ensure processes adhere to all regulatory requirements; Provide control and follow-up for the customer; May serve as a mentor in one or two product domains or customer specialities

Perform intermediate troubleshooting for software problems for all customers

Responsibilities include remotely coordinating the resources required to manage problem resolution for NCR products and services; Managing necessary resources and/or provide additional technical/functional knowledge necessary to resolve customer’s (both internal and external) problems; Position will work directly with Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer’s problems.

Create experienced-based case candidate knowledge for inclusion in the Knowledge Base; Use available systems and information tools to identify and effectively match customer problems to documented solutions; Identify patterns, provide feedback, and make suggestions for process, project, system, tool and organizational improvements; Participates in requirements gathering process and user testing

Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Participate in special projects to continuously improve processes, tools, systems, and organization in accordance with the NCR improvement approach

Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business

May require rotation in work hours, pager rotation, 24/7 shift and or extended hours, as needed, to accommodate customer needs. Work may span multiple time zones, cultures and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third party suppliers

Education and/or Requirements Required:
The incumbent should possess minimum Bachelor or Masters University Degree with specialization in IT or equivalent work experience.

Candidates must have proven excellent communications and interpersonal skills.

Candidates should have strong organizational acumen.

Candidates should have ad hoc process understanding.

Skill Requirements:
Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.

Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.

Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.

Experience of parallel development and software releases in a complicated software development environment.

Experience with creating and managing release schedules, monitoring progress, monitoring and tracking completion of release deliverables.

Experience with recognizing and assisting in the resolution of conflicts and contentions within a release.

Experience with creating and maintaining developments scripts based on different computer languages (command line scripts, Visual Basic scripts, PowerShell scripts.).

Experience with Windows OSServer enterprise environment.

Experience with bios management and password management.

Experience with application whitelisting technology and hard disk encryption.

2+ years experience in remote technical support area .

Languages:
Minimum C1 English language skills

The incumbent is required to comply with and adhere to all applicable, facility, safety, health, and environmental rules and regulations while working for this company.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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. 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.