ATM Operations Incident Manager

5 hours ago

Mumbai, Maharashtra, India beBeeManagement Full time
Incident Management Specialist

The position of Incident Management Specialist is responsible for overseeing a team of associates in managing day-to-day operations and ensuring that customer queries and complaints are resolved efficiently.

  • Manage a team of 20-25 associates to ensure seamless operation.
  • Responsible for daily roster planning and productivity metrics measurement.
  • Assign tasks to the team and manage project requirements.
  • Handle escalations from customers and internal stakeholders and provide effective resolution.
  • Minimize ATM-related incidents and downtime through complete ownership.
  • Ensure the team complies with laid-down processes, SOPs, workflows, and telephony metrics.

Basic Qualifications/Minimum Criteria

  • Graduate from any stream with good practical hands-on MS Office tools such as Excel, PowerPoint, experience on CRM.
  • Minimum 3 years of work industry experience in ATM operations.
  • Good soft skills and interpersonal skills (verbal & written) are a must.

Key Responsibilities:

• Oversee daily task assignments and team performance.

• Handle customer and internal stakeholder escalations effectively.

• Ensure team compliance with established processes and metrics.

• Minimize ATM-related incidents and downtime.

Benefits

Working in an IT Services environment offers opportunities for professional growth and development.

Others

IT Infrastructure Services provides a challenging yet rewarding work environment for dedicated professionals.

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