Responsible to keep the ATMs up and running through monitoring and dispatching the service providers.
Responsibilities
- 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.
Qualifications
University graduate, from an accredited and recognized University
