Job Description
About NCR Atleos TITLE
Project Manager LOCATION
MumbaiGRADE
11In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until its resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team:
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.Governance ModelFrequencyDaily/Wkly/Mthly/QtrlyContent:HDW/SW/MS/ProjectsPerformance MetricsBad Actors/OutliersMarket PerformanceEntitlement/BillingChange MgmtMyNCR Portal - MyNCR is NCRs customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.Customer set up & TrainingProfiles and passwordsWorkorder ESC/MonitoringConnection issuesService Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.SLA performance resultsOutlier Mgmt aged WorkorderClient KPIsField Retrofit Order (FRO)Entitlement Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.Endpoints registrationProper coverage in delivery systemTime & Material billing/disputesQUALIFICATIONS AND EDUCATION REQUIREMENTS Technical/Vocational certification or High School diploma or, 0-1 years of related experienceDetailed oriented, analytical and/or technical experience, preferably within NCR ServicesDemonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft ExcelExcellent written and verbal communications skillsAbility to work in a fast-paced environment. multi-task, time management and organizational skillsAbility to identify and resolve issues with a sense of urgencyAbility to work as part of a team or independentlyWilling to work non-standard business hours as required by customersPREFERRED SPMP certified.Experience in the various NCR Lines of BusinessesExperience of working in a managed services or outsourcing environment.EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies To ALL recruitment agenciesNCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Project & Program Management
Role Category: Other Program / Project Management
Role: Project Manager
Employement Type: Full time
Contact Details:
Company: NCR Corporation
Location(s): Mumbai
Keyskills:
system service
project management
microsoft office suite
billing
pmp
freelancing
program management
business analysis
software installation
program and project management
change management
performance reporting
delivery management
agile
itil
