Software Support SME

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position name: Software Support SME

Location: US

Global Grade: 12

POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY

The NCR Software Support Team Manager's mandate is to lead and motivate the Software Support Engineers, a skilled team of individuals, to achieve as agreed to metrics that are essential to the success of NCRs Software Support Organisation.

Team Manager Scope/Management Accountability

• Subject Matter Expert for multiple products
• Responsible for mentoring support engineers

Education and Experience Requirements

Education

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
• Minimum of 10 years' software related job experience (support/development)

Or

• Technical school or associate degree
• Minimum of 15+ years software related job experience (support/development)

Experience

• Minimum 7-10 years' experience within related SW Support/Development, Engineering or technical consulting organisations which must include minimum 3-5 years' experience working with in NCR Support structure or PS development/support

Business and Technical Qualifications

• Understanding of payments transaction processing like authorization, ATM & POS terminal driving and switching.
• Knowledge of ISO 8583 and XML
• Knowledge of relational databases and SQL
• Code debugging using Java technologies and relational databases
• Customer support experience
• Knowledge of Webservice SOAP / REST
• Knowledge of Linux OS & basic commands
• A broad understanding of technology - both infrastructure and application

Responsibility

• Build relationships with people across a variety of functions within the organization.
• Individual contributor working independently on complex issue resolution for customers.
• Decisive individual with capability to work with minimal management guidance.
• Ability to research problems with no known solutions and design solutions for identified problems
• Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
• Ability to manage multiple issues of differing stages of investigation and priority without assistance.
• Knowledgeable on 3rd party products used within customer solutions
• Prepare and deliver training on products and systems, as appropriate
• Prepare various technical documents on technologies, customer environments, products and systems
• Actively participate in making the team a success by achieving the team objectives
• Adherence to NCR Software Support SLA Guidelines
• Knowledge metrics and knowledge code compliance as per department objectives
• Proper usage of incident tracking tool (as per incident working guidelines)
• Work all incidents diligently to ensure customer satisfaction targets are achieved
• Identify potential customer escalations and keep management informed
• Assist team members with management of high priority incidents/ critical sites
• Early adoption of new technologies
• Identify training required for team to ensure NCR Software Support are ready to support new products
• Work with LT on targeted special projects
• Identify ideas, tools, processes and sharing of information to assist in the ongoing improvement and efficiency of NCR Software Support
• Represent NCR Software Support at Management Level
• Formally tracks resource availability at all times to ensure adequate support cover is available to maintain the required quality of service delivery
• Acts as mentor to team members.
• Is an initial escalation point for all team members for resolution of internal or external issues of any nature (process, team, personal, etc.)?
• Participates in recruitment cycles as required. The functions include: -
• Performing interviews
• Provide input for selection of successful candidates

Competencies

Technology and Engineering Skills

• Comprehend and apply engineering concepts in a solution creation support environment
• Ability to understand the engineering processes, principles, methods, and techniques
• Qualified to degree level or equivalent work experience in a software discipline
• Ability to start and investigate issues outside specialist or familiar technical area with no assistance
• Leader in technical field for team and principle contact for expertise in multiple subjects.

Problem Solving/Decision Making

• Readily draws from resources and uses this information to design creative solutions.
• Demonstrates the ability to make sound decisions and judgments
• Communications skills (both verbal and written) with the ability to adapt to different audience levels
• Experience of working in teams and independently
• Ability to manage multiple complex tasks concurrently
• Ability to take a comprehensive view of entire system to guide the problem investigation process with no assistance
• Demonstrated ability to understand complex technical hardware and software solutions

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

Full time employee benefits include:

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

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.