ATM Availability and Performance, Senior Manager

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Title: ATM Availability and Performance, Senior Manager

Location: GHQ - Atlanta, GA

Work-style: hybrid (4 days/ week onsite)

Position Summary

We are seeking a highly motivated and experienced Senior Manager to lead our North America team to deliver successful Recycler ATM solution deployment and ongoing measurement of performance including Availability and other KPI metrics post installation. The ATM Availability and Performance Senior Manager is a critical customer facing role, with responsibility for managing and measuring the continuous ATM performance with a focus on Availability and reliability of critical systems and services.

The ATM Availability and Performance Senior Manager will also be required to collect, review and analyze complex ATM performance data sets across multiple customer deployments and define key learnings from the data to create and present regular reporting metrics to the customer and manage expectations, also to work with internal engineering teams to identify areas of opportunity for continuous improvement. This role requires strong leadership skills, ability to define and filter relevant data sets, capability to create report structures / visuals and present in an understandable format for customers, executives and peers. This role also requires a passion for relationship building, and a proactive approach to problem-solving.

Key Areas of Responsibility:

• Lead and manage the Availability Team to ensure the highest levels of system and service availability.

• Develop and implement strategies to define data sets required, monitor, maintain, and improve system performance and reliability.

• Collaborate with cross-functional teams and customers to identify and resolve availability issues.

• Establish and maintain incident response protocols and procedures.

• Conduct regular system audits and risk assessments to identify potential vulnerabilities.

• Oversee the implementation of preventive maintenance and system upgrades.

• Provide regular reports on system performance, availability metrics, and incident resolution to customers, executives and peer teams.

• Mentor and develop team members, fostering a culture of continuous improvement and professional growth.

• Drive to achieve customer Availability (or other defined performance KPIs) targets.

• Fully understand customer environments and eco-systems and all variables that are impactful to ATM performance.

• Clearly understand customer requirements and constraints around performance.

• · Laser Focus on customer KPIs including availability (or other applicable customer metrics – Media per fail, SLA, prime availability).

• Cascade the VOC and share learnings from gained customer experience to internal teams for a broader understanding and context.

• Create a consistent engagement model to optimize deployment and quickly achieve KPIs.

• Leverage Lessons Learned, create and document feedback loop to aid future customer deployments.

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 5+ experience in a similar role, with a strong track record of managing system availability and reliability or working in a customer facing role.

• Excellent leadership and team management skills.

• Strong technical knowledge of system architecture, networking, and cloud technologies.

• Experience with monitoring tools and incident management systems.

• Exceptional problem-solving and analytical skills.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment.

• Consistently pushes self and others for results.

• Navigates obstacles calmly with a data driven approach.

• Tracks progress and motivates team.

• Hold team accountable for their deliverables.

• Ability to hold engagement at a senior level within FI customers.

• Build relationships, gain trust and credibility.

#LI-VC1

#LI-hybrid

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

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.