Monitors established processes/systems and makes recommendations related to their improvement inaccordance with client requirements. Documents the actions taken to resolve the request, decides on thedocumentation and follow‑up of all processes related to the project. Ensures that processes are alignedwith contractual requirements. Becomes the point of escalation and leads the management of processesfor the successful resolution of escalated issues. Responsible for implementing new processes. Escalatesissues as necessary to provide the required level of service and meet or exceed expectations (SLA). Monitorsperformance through statistical reporting and analysis. Analyzes and identifies areas for improvement.Prevents negative trends by correct and timely reaction. Takes and accepts personal responsibility forclient issues, builds and improves relationships and acts as an escalation point. Fulfills obligations in thefield of information security, attends Operational calls with End Markets to enforce compliance.

Acting as single point of contact for NCR Financial customers with Incident Management Services, providing accurate and creative solutions to user problems, communicating with other teams in order to resolve problems, monitoring ATM networks, escalating customer problems both internally and externally, using tools to remotely access customer equipment to diagnose and resolve problem, recording and documenting information into the HDS system, allocating engineer appointment times for jobs requiring multiple resources on-site, analyzing and feature implementing to fulfil business requirements and improve service, database creating and maintaining, generating daily and weekly incident reports, reviewing incident history to determine recurring faults.

Resolving of incidents, problems and requests. Troubleshooting technical issues (networks, accounts,accesses), coordination with other specialists involved in cases, writing reports, performing checks.Tasks solving, writing technical documentation, fulfilling obligations in area of information security andawareness.

Diagnostics, software installation (data backup, OS installation, BIOS flash, complete driver package..), component replacement, providing technical support