Incident Manager

Job description

Position Summary

Core Responsibilities

Incident Monitoring and Control

• Monitor ATM availability, device health, service-impacting alerts, open calls, aging queues, and operational exceptions using Device Manager and associated monitoring and ticketing tools.
• Prioritize incidents based on customer impact, severity, age, SLA exposure, recurrence, and operational risk.
• For each managed issue, confirm the owner, next action, target date, blocker, supporting evidence, and update cadence.
• Maintain focused watchlists for aged, chronic, repeating, and low-performing assets; preserve continuity when incidents are canceled, reopened, transferred, or replaced.

Recovery, Escalation, and Closure

• Lead or coordinate critical recovery activity through restoration, including telemetry or transaction validation when applicable.
• Apply established escalation paths when ownership, progress, ETA, parts, site access, technical direction, or vendor response is insufficient.
• Prepare concise escalation summaries covering business impact, incident age, completed actions, blocker, current owner, requested decision, and next milestone.
• Validate restoration and corrective-action effectiveness before recommending closure or removal from monitoring.

Vendor and Stakeholder Coordination

• Coordinate service vendors, Help Desk, Program Managers, Network, software, settlement, security, implementation, logistics, cash-management partners, manufacturers, and other resolver groups as needed.
• Confirm dispatch status, technician activity, parts requirements, repair plans, testing, notes, and closure evidence; escalate missed commitments.
• Serve as the operational contact for material or aged incidents and communicate technical status in clear, audience-appropriate language.
• Provide Program Managers with timely exception summaries, risk visibility, client-ready detail, and action status.

Problem Management and Continuous Improvement

• Analyze incident history, trends, repeat dispatches, ineffective repairs, recurring fault patterns, and chronic conditions.
• Support root-cause analysis, corrective-action plans, SLA reviews, operational audits, and recurrence-prevention efforts.
• Maintain trackers, dashboards, client scorecards, weekly availability reporting, meeting notes, playbooks, and governance materials.
• Recommend process, automation, and approved AI-assisted improvements that reduce downtime, repeat incidents, avoidable call volume, and administrative effort.

Shift Coverage and Handoffs

• Participate in assigned day, evening, overnight, weekend, or holiday coverage based on business need.
• Provide complete shift handoffs covering open risks, actions due, vendor commitments, escalation status, and unresolved dependencies.
• Act as backup coverage for Program Management when assigned and manage approved escalations or research requests.

Required Qualifications

• Three or more years of experience in help desk, service desk, operations support, incident management, technical coordination, NOC operations, vendor coordination, service delivery support, or a comparable environment.
• Strong written and verbal communication, with the ability to summarize technical information for operational, client, and executive audiences.
• Demonstrated ownership, persistence, and ability to drive work without direct authority.
• Strong organizational, multitasking, prioritization, and administrative skills in a time-sensitive environment.
• Analytical problem-solving, research capability, attention to detail, and sound judgment.
• Experience working with internal support teams, vendors, or third-party service providers.
• Proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint; experience maintaining trackers and operational documentation.
• Ability to work independently during assigned shifts and contribute effectively within a team.
• Willingness to learn ATM operations, supported technology, ticketing platforms, SLA concepts, and the Managed Services environment.
• High school diploma required; associate or bachelor’s degree preferred.
• Ability to support travel of up to 15%, when required.

Preferred Qualifications

• Experience in Managed Services or a 24x7 support environment.
• Experience with ServiceNow or a similar ticket-management platform.
• Experience producing operational reports, exception summaries, dashboards, client scorecards, or trend analysis.
• Familiarity with Power BI, Power Automate, and ATM monitoring or device-management tools.
• Knowledge of ATM hardware and software functions, downtime and response-time measures, service-vendor models, and relevant industry standards such as PCI-DSS, ADA, and EMV.
• Practical experience with approved AI productivity tools for summarization, analysis, documentation, and workflow support.
• ITIL Foundation, Lean, Six Sigma, or comparable service-management and continuous-improvement training.

Core Competencies

Expected Outcomes and Success Measures

• Earlier detection and disciplined prioritization of service-impacting conditions.
• Controlled restoration with clear ownership, evidence, escalation, and closure criteria.
• Reduction in aged incidents, unresolved outliers, chronic faults, repeat dispatches, downtime, and avoidable call volume.
• Improved SLA control and timely escalation of stalled or high-impact issues.
• Greater vendor accountability, including completion and timeliness of commitments.
• Accurate, useful shift handoffs, trackers, exception reports, dashboards, and status updates.
• Stronger partnership with Program Managers and operational teams, enabling greater focus on client strategy and program outcomes.
• Responsible adoption of automation and AI-assisted workflows that improve speed, consistency, and decision support.

Working Relationships

Working Conditions

• Qualifications: Graduate
• Range of Year Experience-Min Year: 8
• Range of Year Experience-Max Year: 10