Shift Supervisor - Incident Manager

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Description:

The Incident Manager will be the point person for all Incident and Major Incident processes and procedures for the global team. The Incident Manager will employ ITIL standards and will work alongside other ITIL function leaders such as Problem and Change Managers. The Incident Manager will be responsible for the critical incident process and managing the utilization of the process to lead critical incidents. The Incident manager will develop and utilize the appropriate metrics to demonstrate improvements and degradation in the adherence of process. The Incident Manager will also work with the Problem Manager to feed into the RCA process.

Responsibilities:

• Conduct hand-over call to next Shift Supervisor or Team Leads on the ongoing issues / Action Items that need to be addressed.

  • List of emails / chats that needs attention / response.

  • Critical / important tickets

  • Update Shift Handover Action Items.

• Drives daily incident management practice for the App Support Team

• Manages critical incident process and ensures procedures are followed

• Works closely with the Service Delivery Manager to ensure adherence to standard policies and procedures for alert handling and incident response

• Ensures communication of Incident policies and procedures to the supporting teams

• Monitors and reports on team KPIs and provides guidance to various teams to drive improvement

• Evaluates Incident procedures and policies on a continuous basis

• Tracks escalations to other teams and works with other team leads / managers to drive escalations to resolution

• Produces leadership overview and weekly/monthly metrics package for review and action identification

• Tracks follow-up action items relating to platform incidents and works with other teams to drive these items to resolution

• Ensuring that bridges are created through SDI team when appropriate needed, and critical outages.

• Responsible for monitoring alerts / notifications into the Application Support team to ensure they are researched and confirmed healthy.

• Review, update ongoing department initiative trackers and follow up with team members on action items.

• Ensure health checks are done according to schedules.

• For ongoing outages / business critical issues update all the stake holders at every 30 mins, current status, Estimated Time to Resolve

• Manage the shift rosters in accordance with the Service Delivery Manager

Desired Skills and Experience

• ITIL V4 Foundation or better

• Strong experience in ITIL Service Design and Operations

• 3+ years working as an Incident Manager in a 24x7x365 environment or similar experience

• 3+ years’ experience in a team leadership role working with outside support teams to affect reaching goals

• Exceptional written and verbal communication skills

• Exceptional troubleshooting and problem-solving skills

• Demonstrated ability to work remotely with a team

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

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.