NCR NOC Tech Lead in Egypt
Title : NOC Tech Lead Location : Giza, Egypt
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.
Position Summary & Key Areas of Responsibility
Acting as a subject matter expert on one or more vendor solutions, the position requires interaction with internal teams & external customers and suppliers at a professional level. Position oversees all tiers of remote monitoring and management to a growing base of global customers’ network equipment and IT systems; Responsibilities include ownership and managing of complex customer issues and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction./ /
Roles and Responsibilities: / /
As Tech Lead, for the one or more vendor solutions, you will be in a position to drive/steer support processes used by the associated vendor specialists within the NOC.
Acting as a technical resource to facilitate the take-on of new business and technology
Managing or participating in various solution design projects
Remote pro-active and re-active management of highly complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
Performing advanced diagnosis and troubleshooting while proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher managerial support in accordance with expected service levels
Responsible for incident & problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents;
Responsible to fulfill customer requests in accordance to established, standardized change management processes and procedures
Initiate dispatch of NCR Customer Engineers and escalations to third party support when required
Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
Successful completion of all appointed training courses and achieve certifications; Self-study is encouraged
Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected
CCIE level or equivalent networking background is needed, CCIE certification is preferred
Additional vendor/technology certifications (e.g. CCNP) is advantage
High school diploma required/University degree preferred
Relevant work experience, 8 years preferred
Subject Matter Expert in multiple Networking technologies/vendor solutions.
Proven experience with IT Troubleshooting processes and procedures
Good understanding ITIL practices. ITIL certification preferred
Project management experience
Excellent knowledge of remote support technologies and strategies
Experience with ticket management, network management, monitoring and analysis tools
Wide range of IT skills/experience
Excellent MS Office skills
Good team working and leadership
Professional verbal and written communication skills
Must be self-motivated
Must be able to forecast workload and achieve set goals within deadlines
Proven capability to prioritize multiple concurrent tasks and to drive them to completion effectively.
Knowledge Owner, responsible for maintaining and expanding the NOC knowledgebase
Ability to effectively coach and mentor team members
Ability to perform under pressure
Innovative attitude, stress resistant, team player, flexible
Independent worker, logical thinker
Languages: English B2 (written and verbal), with good understanding of technical English
Successful candidates are required to comply with and adhere to all applicable, facility, safety, health, and environmental rules and regulations while working for this company.
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.
Job Customer Care Center
Title: NOC Tech Lead
Requisition ID: 0072527_P0233382