Problem Manager | Melbourne, Au
Vor 4 Tagen
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.
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.
Job Description
The objective of problem management is to minimize the adverse effect on our customers' business of incidents. Problem Management plays a vital role in the analysis of incidents as well as providing solutions to problems to prevent their reoccurrence.
The Problem Manager will assist the Service Desk in improving the rate of 1st time fixes by creating and maintaining Known Errors with documented workarounds.
The Problem Manager should be a self-motivated individual with a good understanding of complex technical environments and the technologies used, excellent trend analysis and analytical skills, problem-solving and team-building skills with the tenacity to own and drive programs of work to resolution.
The Problem Manager should be proactive in identifying problems and recommending Service Improvement plans with possible solutions.
Responsibilities Perform and publish root cause analysis (RCA) as required.Perform investigative analysis and reporting on chronic issues.Drive all problems towards root cause identification and permanent fix.Need to have an innovative approach as problems are unique and need to use different RCA techniques.Update the problem reporting system with the root cause and permanent resolution information.Host weekly Problem Management and RCA calls with customers, internal support teams, and executive management. Identify and drive corrective and preventive actions.Generate reports to demonstrate trends across customer accounts, providing analysis and insight to influence and/or initiate actions to reduce the incidence of future incidents or problems.Ensure all work is delivered to contractual SLAs and/or agreed timescales.Manage and prioritize workload efficiently, ensuring any concerns regarding delivery are escalated promptly. Skills Creative problem solving - following an issue through to its logical conclusion and escalating where necessary.Excellent analytical skills and tools knowledge like Business Objects, Minitab, and MS Excel.Ability to work independently as well as being part of a team. Adaptable, enthusiastic, quick learner.Confident communicator with excellent writing skills. Education and Experience Requirements Degree in Business Administration or Computer Sciences.ITIL foundation certified.Demonstrated proficiencies with Microsoft Office Suite software.Knowledge of EDW queries.Experience in a customer-facing role implementing solutions or providing service with a high level of accountability. Desired Profile Excellent customer handling skills.Excellent writing skills - maintaining accurate documentation and technical authorship of complex documents.Confident communicator with excellent organizational skills.Strong interpersonal and communication skills; ability to read, write, and speak in a professional manner.Superior customer service skills. Work Environment Fast-paced, team environment working with internal departments and the external customer. Daily job responsibilities may change based on customer need.
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.
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