Problem Manager- Spanish

About NCRVOYIX

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.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

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.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.

Title: Problem Manager HOS - Customer Operations

Location: Global

Grade: 9

Position Summary & Key Areas of Responsibility

• Coordinates activities associated with product/service resolution issues

• Isolates problems and creates resolution plans

• Logs problem resolution- maintains databases

• Supports the resolution of known software problems to be fixed in later releases

• Gathers information from a wide range of sources to resolve problems with unknown solutions including:

- Internal business units

- Third party vendors

• Managing lifecycle of problems

• Working on ways of preventing incidents from happening by:

- Analyzing the data generated by the SMO set up reports

- Generating specific reports to help drive incident volumes

• Works closely with IMs on establishing best ways to work on incidents

• Tracking patterns and potential mass issues

• Opening PBI's (Problem Investigations) and are making sure that these issues are being worked on

• Notifying the L1 team about sites with spikes in volumes and additional information

• Customer facing role - attends customer meetings to present PM and PBIs

• Responsible for keeping the knowledge base up to date with latest resolution types and activities

• Responsible for coordinating all aspects of problem diagnosis and resolution.

• Responsible for maintaining an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress.

• Needs to act as a key member of any team created to manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue.

Basic Qualifications

• Technical Knowledge

• Problem Solving skills

• Analytical thinking

• Good understanding of the business

• Data analysis and statistics

• Ability to work under pressure

• Excellent verbal and written communication skills

• Proficient in PowerPoint

• Proficient in Excel

• PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools

• Relationship building skills; Excellent communication skills, verbal and written as well as listening s

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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain."