Technical Support Team Lead

4 weeks ago

Kuala Lumpur, Malaysia NCR Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Job Description Summary

The Retail Desk Lead is responsible for overseeing the daily operations of Retail Support Team, leading, developing and mentoring.

Job Responsibilities
- Primary role is to Lead, manage, and supervise Technical Support team in delivering 1st Level support services within SLAs
- Primary responsibility for the software support and operational services for the NCR’s largest Retail customers across the South East Asian region
- Manage Support teams to deliver a professional, customer focused and high performing support service in line with agreed service scope and service levels
- Role responsible for being the single point of contact for support services accountability
- Manages the support services of NCR's to the customer in a professional manner, creating positive Customer satisfaction; Represents NCR's senior management to the customer
- Achieves or exceeds the financial goals established for the services; Achieves or exceeds the goals established in the contract or Statement of Work (SOW)
- Work with the customer’s representatives ensuring the required services is achieved while continuing to support the customer’s business needs
- Create and implement governance framework, including periodic meetings with customers providing insights and recommendations for improvement to ensure consistent service that meets or exceeds agreed service levels
- Create and implement weekly/monthly management information reports to customer management in respect to service levels and support activities (e.g. dashboards, RAG status, SLA’s, KPI’s. risks/issues)
- Promote processes, management and delivery aligned to ITIL methodology. This includes: Incident Management, Problem Management and Change Management
- Manage critical Incidents (Severity 1), associated to customer communication, activities and any appropriate escalations
- Ensure that the Support teams are fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
- Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels
- Ability to be available after hours for escalation purposes (including late nights, weekends and public holidays
- Responsible for identifying risks and issues, initiating mitigating strategies and taking corrective action as appropriate; Identifying and managing dependencies with other parts of NCR, Identifying, forecasting and acquiring the resources required to deliver the service, and ensuring their effective usage
- Provides recommendations to senior Region and BU management on technical area of expertise

Qualifications & Requirements
- Bachelor's Degree in related discipline
- 5+ years of related experience
- ITIL Certification
- Excellent leader skills with the ability to drive, manage, motivate and developing high performing teams
- Excellent communication (verbal and written) and interpersonal skills suitable for a diverse audience, with the ability to communicate in a positive, friendly and effective manner with ‘technical’ or ‘non-technical’ users/ customers
- Experience of working in a managed services or outsourcing environment
- Excellent commercial skills with knowledge and experience in procurement, finance (budgets, costs, P&L) and legal agreements/contracts

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR'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 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 has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

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