Project/Program Manager (I)

About NCR Atleos
TITLEProject Manager
LOCATIONMumbai
GRADE11
In 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 Model

FrequencyDaily/Wkly/Mthly/Qtrly

Content:

HDW/SW/MS/Projects

Performance Metrics

Bad Actors/Outliers

Market Performance

Entitlement/Billing

Change Mgmt

MyNCR 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 & Training

Profiles and passwords

Workorder ESC/Monitoring

Connection issues

Service 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 results

Outlier Mgmt aged Workorder

Client KPIs

Field Retrofit Order (FRO)

Entitlement Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.

Endpoints registration

Proper coverage in delivery system

Time & Material billing/disputes

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Technical/Vocational certification or High School diploma or, 0-1 years of related experience

Detailed oriented, analytical and/or technical experience, preferably within NCR Services

Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel

Excellent written and verbal communications skills

Ability to work in a fast-paced environment. multi-task, time management and organizational skills

Ability to identify and resolve issues with a sense of urgency

Ability to work as part of a team or independently

Willing to work non-standard business hours as required by customers

PREFERRED S

PMP certified.

Experience in the various NCR Lines of Businesses

Experience 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.