Technical Support Specialist II

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.

Position: SWD Distributor

Position Grade: 9

Organization: MS Ops

Department: Software Distribution

Position Summary:

• Plan/Create/Schedule Deployment using DCS software distribution tool

• Creating analytics Reports

• Maintaining software consistency

• Analysis of relevant logs, tracing and extracting relevant details

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

• Remote software distribution

Roles and Responsibilities:

• Analyzes the scope of current, planned, and proposed projects and works with multiple parties to bundle projects into releases.

• Creates and maintains an overall project release calendar.

• Understands code and database dependencies and coordinates and prioritizes changes accordingly. Mediates resolution to conflicts between projects.

• Tracks and controls changes to release scope and adjusts the release content accordingly.

• Communicates release status and release changes to all parties.

• Must be capable of assessing the quality of the proposed changes and determining whether the applicable entry-criteria are met.

• Develop distribution plans detailing the deployment and regression approach as well as the success criteria for each software component to distribute.

• Managing multiple development environments (multiple servers, software tools, applications, operating systems and locations)

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

• 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).

• Testing the distribution jobs; for example, by performing distribution in a phased manner

• Responsible for all aspects of the distribution and installation of the software update ensuring that the software update is distributed to the right targets

• Responsible for resolving issues related to failed distributions and perform the appropriate corrective action

• Responsible for checking that the target systems are not negatively impacted by the distribution of software

• Monitor progress of scheduled distribution jobs.

• Retry/reschedule failed distributions once the issue causing the failures has been identified and repaired.

• Initiate regression or recovery procedures according to the agreed regression plan

• 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 specialties

• 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 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.

• 1-3 years of experience in a related work environment

• Experience in remote software distribution and remote support activities for technical and operational troubleshooting of endpoint solutions; preferably ATMs.

• Knowledge of Managed Services

• Able to provide positive customer service through written and verbal communication

• Advanced PC/MS Office, Windows Operating Systems

• Basic knowledge of call or ticket management systems and processes

• Ability to understand the engineering processes, principles, methods, and techniques

• Ability to start and investigate issues outside of familiar technical areas with minimal assistance

• Strong communication skills - Clearly convey information and ideas through a variety of media to individuals or groups. (i.e.: Organizes communication; adjusts to audience; ensures understanding; comprehends communication from others.)

• Able to work with various teams and get the issues resolved in a timely manner

• Willing to adopt new processes, technologies, practices and continuous training

Plus:

• Familiar or possess knowledge on how to operate other Software Distribution tools (CA Unicenter/SCCM etc.).

• Understanding of ITIL

• Knowledge of SharePoint

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

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.