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.

TITLE: Software Support Engineer III

GRADE: 11

About NCR Corporation

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.

KEY AREAS OF RESPONSIBILITY

• Delight customers by providing world class technical support. Be firm but courteous and polite while dealing with customers always.
• Enhance customer service by dealing with all incidents professionally.
• Investigate issues (independently) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.
• Reproduce customer issues and test fixes within NCR lab.
• Debug code to isolate issues.
• Subject matter expert on one or more areas of the product.
• If required, be the local team lead and represent Support Management
  • Run the day to day business
  • Ensure progress is being made on open incidents by all team members
  • Represent the team on customer calls to discuss issue updates
  • Generate reports from tools and present incident metrics to management
  • Help the team keep control over incident backlog.
• Be a mentor to other team members/subordinates.
  • Help them learn support tools.
  • Ensure they are following the right process.
  • Guide them in their investigation.
  • Review the solutions they provide.
  • Conduct training sessions.
• Handover of customers from project to support team.
  • Lead and guide sessions conducted by project team to handover customers.
  • Review documents and checklists provided during the handover.
  • Provide final approval that the handover is complete
  • Keep all the handover artefacts updated on Confluence.
• Collaborate with other departments like Engineering, Professional Services, Sales etc. to get issues fixed and delivered to customers in a timely manner (within SLA).
• Follow NCR incident management process to track issues until closure.
• Own all the customer issues until closure.
• Provide proactive updates to customers and other stakeholders until issue closure.
• Perform proactive follow-up where necessary until issue closure.
• Keep incident lifecycle and status updated via the NCR bug tracking tool until closure.
• Capture analysis/research to use as a knowledge article by other team members.
• Manage multiple issues of differing stages of investigation and priority by understanding business impact and sense of urgency required.
• Perform root cause analysis and document corrective and preventive actions.
• Maintain customer environment within NCR lab.
• Meet customer SLAs as documented in their respective contracts.
• Escalate issues to management in case of roadblocks in resolution.
• Provide 24 X 7 customer support via resource rotation.
• Keep team calendar updated (rotation, vacation, holidays calendar etc.)
• Mandatory compliance to NCR's Code of Conduct & Shared Values.

TECHNICAL QUALIFICATIONS

• Understanding of payments transaction processing like authorization, ATM & POS terminal driving and switching.
• Knowledge of ISO 8583 and XML
• Knowledge of relational databases and SQL
• Code debugging using Java technologies and relational databases
• Customer support experience
• Knowledge of Webservice SOAP / REST
• Knowledge of Linux OS & basic commands
• A broad understanding of technology – both infrastructure and application
• Ability to create root cause analysis documents (including corrective and preventive actions)

BASIC QUALIFICATIONS

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
• Minimum of 6-8 years software related job experience (support/development)

ADDITIONAL QUALIFICATIONS

• Good communication skills both written and verbal
• Ability to work effectively in a team environment
• Proactive and positive attitude
• Decision making. Problem solving
• Interpersonal and leadership skills
• Attention to detail
• Ability to be focused and a self-starter
• Have a strong desire for quality
• Ability to multi-task
• Tact & diplomacy
• Excited by the challenge of the unknown
• Analytical Skills
• Ability to work flexible working hours
• Willingness to travel at short notice as required

Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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 unsolicited resumes.

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

Full time employee benefits include:

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

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 unsolicited resumes.