Major technical Incident Manager

2 weeks ago

Belgrade, United States NCR Full time

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.

Job title: Major technical Incident Manager

Work location: Belgrade, Serbia

Grade: 11

Major Technical Incident Manager provides operational support for the availability of NCR's Banking, Commerce, and Payments business units in multi-datacenter & cloud environments. Engages with the people and processes to monitor and maintain the availability of our environments and to restore normal service operation as quickly as possible to minimize the impact to business operations when incidents occur. Coordinates and drives incidents based on ITIL Incident Management.

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 * Discovery, documentation, and turnover of new SaaS offerings * 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 * Produce high quality support documentation to be used by Availability Operations * 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 * Plan and implement automated fail-over configurations * Complete simple and complex 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 environments, Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure

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

EEO Statement

Integrated into our shared values is NCR Voyix'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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain."

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