Technical Incident Manager

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.

Responsibilities:

• Act as a driver and/or primary point of contact for all major incidents
• Responsible for the effective implementation of the Incident Management process and carries out the respective reporting procedure
• Provide guidance to the incident participants
• Responsible for communicating incident details to the business
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Ensure the closure of all incident records
• Participate in incident reviews (Problem Management)
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Maintain a strong working understanding of NCR software as a service (SaaS) products, systems, and architecture
• Act as liaison between Availability Operations, Site Reliability Engineering (SRE), and Product Development
• Ensure SRE has met all technical requirements for operational readiness of SaaS offerings
• Act as first escalation point for Availability Operations in the event of suspected or confirmed service interruption or degradation
• Analyze SaaS application faults and provide triage data to help identify and resolve service interruption or degradation
• Identify and assist in implementing proactive monitoring to ensure health, performance, and security of production services
• Propose and undertake routine preventative actions to avoid service interruption or degradation
• Complete projects within assigned deadlines

Requirements:

• Proven incident management experience
• Leadership experience
• Outstanding communications skills, both written and verbal Strong team-oriented attitude
• Broad IT knowledge and experience
• Excellent troubleshooting skills with experience
• Strong Understanding of Information Technology Infrastructure Library (ITIL) practices Working knowledge of Linux & Windows operating systems
• Minimum rudimentary understanding of cloud technology

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.