Network Specialist/Consultant - NCR

TITLE: Network Support Analyst or Specialist

LOCATION: Bahrain

GRADE: 10


About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.


POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position provides the first level of Fault Monitoring and Management within the center; Responsibilities include responding to alarms and coordinating activities for problem resolution, notifying customers of events and ongoing status, and escalating issues to third parties and higher technical and managerial support

• Forms project team, facilitates project binder content, conducts project team meetings, owns meeting minutes and risk/issue documentation and resolution

• Primary function of role is to monitor for and respond to error conditions and threshold events in the customers' networks and systems; Analyzes, designs, and develops well-defined methods and procedures for service related activities; Prepares standard reports; Customizes and provides business data for knowledge applications

• Responsibilities for this position include monitoring customer’s networks and systems for indications of trouble, reacting to all electronic alerts and customer reports of trouble, generating or verifying the generation of a GEMS incident for all problems detected or reported

• Performing initial diagnosis and trouble isolation; Proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability (goal is 75% of all incidents)

• Isolates standard problems; Presents and gains agreement for problem isolation, solution creation and implementation plans

• Initiate dispatch of NCR Customer Engineer’s or third party maintenance providers when required; Provide parts management/coordination when required

• Responsible for working with other Support Specialists in order to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress

• Providing a central point of communication for CE's and third parties; Accountable for continuously receiving and handling high volumes of incidents

• Documenting all actions taken to resolve incidents in GEMS; Ensuring the correct and timely closure and completion of all incidents in GEMS

• Proactively monitors and manages customers' networks and systems and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelines

• Work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage

Job Details

Preferred Candidate

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