Problem Manager

Problem Manager

**About NCR** **VOYIX**

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.

The objective of problem management is to minimise the adverse effect on our customers' business of incidents. Problem Management plays a vital role in the analysis of incidents as well as providing solutions to problems to prevent their reoccurrence.

The Problem Manager will work to assist the Service Desk improves the rate of 1st time fixes by creating and maintain Known Errors with documented work arounds.

The Problem Manager should be a self-motivated individual with a good understanding of complex technical environments and the technologies used, excellent trend analysis and analytical skills, problem solving and team building skills with the tenacity to own and drive programmes of work to resolution.

The Problem manager should be proactive in identifying problems and recommend Service Improvement plans with the possible solutions.

**Responsibilities**
- Perform and publish root cause analysis (RCA) as required
- Perform investigative analysis and reporting on chronic issues
- Drive all problems towards root cause identification and permanent fix
- Need to have innovative approach as problems are unique and need to use different RCA techniques
- Required to update the problem reporting system with the root cause, and permanent resolution information
- Host weekly Problem Management and RCA calls with the customers, internal support teams and executive management. Identify and drive corrective and preventive actions.
- Generate reports to demonstrate trends across the customer accounts, providing analysis and insight to influence and/or initiate actions to reduce the incidence of future incidents or problems.
- Ensure all work is delivered to contractual SLAs and/or agreed timescales
- Manage and prioritise workload efficiently, ensuring any concerns regarding delivery are escalated promptly

**Skills**
- Creative problem solving - following an issue through to its logical conclusion and escalating where necessary
- Excellent analytical skills and tools knowledge like Business objects, Minitab and MS Excel.
- Ability to work independently as well as being part of a team. Adaptable enthusiastic quick learner. Enthusiastic, flexible, career driven and responsible.
- Confident communicator with excellent writing skills

**Education and Experience Requirements
**- Degree in Business Administration or Computer Sciences
- ITIL foundation certified
- Demonstrated proficiencies with Microsoft Office Suite software
- Knowledge of EDW queries
- Experience in a customer facing role implementing solutions or providing service with a high level of accountability

**Desired Profile**
- Excellent customer handling skills
- Excellent writing skills - maintaining accurate documentation and technical authorship of complex documents
- Confident communicator with excellent organisational skills
- Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
- Superior customer service skills

**Work Environment**
- Fast-paced, team environment working with internal departments and the external customer.
Daily job responsibilities may change based on customer need

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

**EEO Statement**

Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive co