Technical Support (ATM & Recyclers)

Job Title:

Manager Technical Support (ATM & Recyclers)

Department:

Technical Support / Service Operations

Job Summary

The Manager – Technical Support (ATM & Recyclers) will oversee technical operations, issue resolution, and performance optimization of Automated Teller Machines (ATMs) and Cash Recyclers. The role includes leading a team of support engineers, coordinating with OEMs and banking clients, and ensuring service uptime through efficient issue management, preventive maintenance, and system upgrades.

Key Responsibilities

• Lead and manage the technical support team responsible for ATMs and Cash Recyclers across assigned regions.
• Oversee Level 2 and Level 3 support for hardware, software, and network issues.
• Provide remote technical assistance and coordination with field engineers for complex cases.
• Liaise with OEMs (NCR, Diebold Nixdorf, Hitachi, etc.) for escalations, firmware updates, and component-level repairs.
• Ensure adherence to preventive maintenance schedules and incident response SLAs.
• Analyze fault trends, generate RCA (Root Cause Analysis) reports, and implement corrective actions.
• Monitor ATM uptime, recycler performance, and system health through remote dashboards and logs.
• Coordinate with banks, switch teams, and CIT partners for reconciliation and service continuity issues.
• Manage software deployment, patch rollouts, and configuration changes with minimal downtime.
• Conduct training sessions for engineers on diagnostic tools, new models, and ATM security guidelines.
• Prepare periodic MIS reports, KPI summaries, and uptime dashboards for management review.
• Ensure compliance with security and audit requirements (PCI, EMV, UL 291, CEN standards).

Required Skills & Experience

• Strong understanding of ATM and Cash Recycler architecture, modules, and communication protocols (TCP/IP, ICCW, NDC/NDC+).
• Minimum 8–12 years of experience in ATM technical support, maintenance, or service management.
• Hands-on experience with OEM tools, diagnostic utilities, and remote monitoring systems.
• Proficiency in Windows OS (Windows 10, Server 2016/2019) and basic networking (LAN, NTP, VPN).
• Knowledge of ATM security, encryption keys (DUKPT, HSM), and software upgrade processes.
• Excellent analytical, troubleshooting, and documentation skills.
• Proven leadership and people management capabilities.

Educational Qualification

• Bachelor’s degree in Engineering (Electronics, Computer Science, or IT) or equivalent technical discipline.
• OEM certifications (NCR/Diebold/Hyosung/Hitachi) preferred.
• Additional training in ITIL, networking, or cybersecurity will be an advantage.

Key Performance Indicators (KPIs)

• Regional ATM/recycler uptime percentage.
• Mean time to resolution (MTTR).
• SLA adherence and customer satisfaction scores.
• Successful closure of preventive maintenance schedules.
• RCA report timeliness and accuracy.
• Team productivity and skill development.