Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levelsResponsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents;Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employeesResponsible to fulfill customer requests in accordance to established, standardized Change management processes and procedures;Initiate dispatch of NCR Customer Engineers or third party maintenance providers when requiredPerform other corresponding duties and tasks in accordance with his qualifications, as directed by EmployerResponsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouragedRole requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

Primary function of role is to pro-actively and re-actively monitor and respond to events, error conditions and threshold events in customer networks and systems; This includes generating or verifying the generation of incidents for all issues detected or reported and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelinesPerforming initial triage, diagnosis and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability and implementing known solutions to known issuesResponsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progressResponsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levelsDocumenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing toolsInitiate dispatch of NCR Customer Engineers or third party maintenance providers when requiredPerform other corresponding duties and tasks in accordance with his qualifications, as directed by EmployerSuccessful completion of all appointed training courses and achieve certifications; Self-study is encouragedRole requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected