Technical Support Team Lead

About NCR VOYIX

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.

Job Responsibilities
- Primary role is to Lead, manage, and supervise Technical Support team in delivering 2nd 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 Asia 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

Onsite role, based in our Bangsar South Office.

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

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