Provide professional first and second level of technical support for the customer van solutions, especially in ATM kiosks, diagnose fault related cases by effectively utilizing software diagnostics and other network product utility programs, follow up with orange field engineers and technicians all around the India to solve customer problems if needed, ensure cases are allocated to the most appropriate next step as part of the case flow process, provide updates as needed to the customer in order to meet performance objectives, monitor systems, customer networks and products, and deal with alerts and events accurately, document all troubleshooting and case management actions via the electronic case management system.

Monitoring almost 8000 ATMs with daily current states reportsCo-coordinating with bank for long pending issuesDaily exclusion report for major down casesSLM and SRM escalation call with internal and external teamHandling TLS and DR activitiesHandling team of 30 resourcesRegular cash out follow up with cash team

Coordination with all department related to ATM Management e.g. Bank Technical Staff, vendor of Leased Line, VSAT & Data craft connections, Logistic Department, Management of ATM Premises.Coordinating for Change Management Activities and follow up till call ends.Resolve the queries related to Computer Hardware, ATM Connectivity, Router, Switch, Modem, HUB & Issues related to ATM machine Mechanical Parts.Identify/engage all appropriate groups (including suppliers/vendors) to manage the issue; coordinates, escalates, and communicates to internal and external groups based on documented procedures.Continues Coordination with field agents & Client via email & phone.Escalates an Issue to appropriate authority, if necessary.Daily updates to Bank AGM’s regarding ATMs present in their region.Preparing Daily & monthly reports.Share knowledge among team members to ensure continuous support of the applications.Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processesCoordinate, convene and facilitate major incident and problem review meetingsCreate and deliver external content regarding service disruptionsEnsure that the problem management information reflects accurate errors and is completeEnsure recurring incident resolution is addressed with urgencyManage and maintain information stored in the problem databaseMaintain a comprehensive understanding of all aspects of product delivery and operations ATM uptime Management for MS customer