About this role
Responsible to keep the ATMs up and running through monitoring and dispatching the service providers.
• Observing ATMs status through different available utilities. • Dispatch errors/quality checks/status check to Internal FLM. • Open calls with ATMs Vendors with the errors that need Engineers (Second Line Support). • Open calls with First Line Support Vendors, CIT Technicians. • Follow up with internal stakeholders, and vendors until resolution. • Ensure tickets are getting dispatched and addressed within SLAs. • Report low and/or out of cash cases to Cash Forecasting unit. • Act as First line support to fix minor errors through ATM Switch and Remote connection to ATM. • Capture Incidents, and Alerts on the ticketing tool. • Capture Actions taken to fix alerts, errors on the ticketing tool. • Run queries that identify service errors and take actions accordingly. • Handle request and inquires received from different communication channels according to procedures in a professionally manner and take appropriate action according to calls. • Availability for support in Non-Business Hours as and when needed. • Send daily Handover at the end of every shift with the postponed errors and down ATMs. • Strict adherence to policies and procedures • Have the flexibility to occasionally work off-schedule.
University graduate, from an accredited and recognized University