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NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world's first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the "anywhere, anytime" convenience that today's consumers demand.
Help lead the way to the next generation of self-service technology by revolutionizing how consumers interact with businesses around the world


Must have skills- Basic Java knowledge, SQL.

Experience level - 5-6 years of relevant experience is Software Support role

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

The Senior Software Support Consultant works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership.

Offer input and gain knowledge as a subject matter expert on products, systems, and services
  • Knowledgeable across the related LOB product range including all solution(s) currently released and supported
  • Knowledgeable on assigned solution(s) to SME level and assists others with investigations
  • Knowledgeable on 3rd party products used within customer solutions
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Prepare and deliver training on products and systems, as appropriate
  • Prepare various technical documents on technologies, customer environments, products and systems
  • Provide advice to engineering on new product designs
  • Input and guidance to engineering on potential resolution of product defects
  • Input and guidance to engineering on issues encountered during engineering field trial
Design corrective action(s) to resolve product or system problems with no known solutions.
  • Gather and analyze information, formulate and test hypothesis
  • Identify, design, develop and validate solution
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
  • Ability to manage multiple issues of differing stages of investigation and priority without assistance.
  • Work with product developers to assess and create product alterations and contribute to long term solutions
Actively participate in making the team a success by achieving the team objectives
  • Actively participate in making the team a success by achieving the team objectives
  • Adherence to SWS SLA Guidelines & RWG Target
  • Knowledge metrics and knowledge code compliance as per department objectives
  • Proper usage of incident tracking tool (as per incident working guidelines)
  • Productivity (as per cascaded objectives)
  • Accurate and prompt time logging (direct and indirect)
  • Work all incidents diligently to ensure customer satisfaction targets are achieved
Enhance customer service by dealing with all incidents professionally and adhering to SWS SLA
  • Enhance customer service by dealing with all incidents professionally and adhering to SWS SLA
  • Ensure customers are kept updated with current status of investigation as per SLA guidelines
  • Maintain ownership of incident at all times
  • Customer escalation management with minimal assistance (Incidents identified as escalated by SWS Manager)
  • Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
  • Critical site management, including :
  • multiple critical or urgent complex issues
  • Personal management of multiple issues for one customer
  • High priority issues, either technically or politically
  • Manage individual high priority issue affecting multiple customers
Enhance organization dynamics by building and maintaining internal and external relationships
  • Mandatory compliance to NCR's Code of Conduct & Shared Values.
  • Build relationships with people across a variety of functions within the organization.
  • Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.
  • Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).
  • Appropriately involves others in decisions and plans that affect them.
Record and communicate solution creation information in a timely manner
  • Populate the knowledge base with product and in-depth technical information
  • Ensure article is created & released for appropriate audience (external/internal)
Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to centre level knowledge sharing requirements
  • Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
  • Provide direction for Solution Engineers and other information providers creating articles to assure adherence to established standards
  • Identify opportunities with the specific knowledge domain to improve the knowledge creation process
Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
  • Continuously develop and maintain pertinent technical knowledge and troubleshooting skills
  • Assess personal skills and schedule training
  • Utilize knowledge of customer to enhance capability to meet customer needs
  • Develop technical knowledge on new emerging technologies based on relevant LOB
Work with management team to ensure SWS ability to deliver high level of customer service
  • Early adoption of new technologies
  • Lead controlled deployments
  • Managing all parties involved, producing reports and agreeing supportability
  • Occasionally work with LT on targeted special projects
Proactively search for trends in product quality and system issues and initiate corrective action
  • Perform a trend analysis using customer profiles and/or incident data to identify "preventative notification" opportunities
  • Work with product developers/solutions managers to improve product design quality
  • Identify and where appropriate develop utilities/tools to assist with product support and/or customer support
Participate as requested as a Continuous Improvement Team Member
  • Identify processes, products and services areas of improvements and team with other engineers to improve the process consistent with the NCR improvement approach
Required Candidate profile

BUSINESS AND TECHNICAL SKILLS
  • Understanding of the payments industry. Particularly Authorization, ATM & POS Terminal Driving and Switching
  • Knowledge of ISO 8583 and XML
  • Knowledge of relational databases with SQL programming experience
  • Knowledge of Java programming language
  • A broad understanding of technology - both infrastructure and application
  • Ability to understand business processes and business problems
  • Ability to understand and capture business and technical requirements
  • Ability to write up 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 10 years software related job experience (support/development)
ADDITIONAL QUALIFICATIONS
  • Good English skills and local language skills if appropriate
  • Communication skills both written and verbal
  • Excellent team player
  • Ability to work effectively in a team environment composed of peers and cross-functional members
  • Proactive and positive attitude
  • Decision making
  • Problem solving, Process oriented
  • Problem management skills, documentation skills.
  • Ability to prioritize in a fast-paced environment
  • Interpersonal skills. Attention to detail
  • Ability to be focused and a self-starter
  • Must have a strong desire for quality.
  • Sense of urgency. Ability to multi-task
  • Analytical Skills. Tact & diplomacy
  • Excited by the challenge of the unknown
  • Ability to be available for 7x24 on call if required
  • Ability to work flexible working hours
  • Willingness to travel at short notice as required
Must have skills- Basic Java knowledge, SQL.

Experience level - 5-6 years of relevant experience is Software Support role

Prakash.balakrishnan@ncr.com

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