Responsible to keep the ATMs up and running through monitoring and dispatching the service providers.
Responsibilities- Observing ATMs status through different available utilities.
- Dispatch errors/quality checks/status check to Internal FLM.
- Open calls with ATMs Vendors with the errors that need Engineers (Second Line Support).
- Open calls with First Line Support Vendors, CIT Technicians.
- Follow up with internal stakeholders, and vendors until resolution.
- Ensure tickets are getting dispatched and addressed within SLAs.
- Report low and/or out of cash cases to Cash Forecasting unit.
- Act as First line support to fix minor errors through ATM Switch and Remote connection to ATM.
- Capture Incidents, and Alerts on the ticketing tool.
- Capture Actions taken to fix alerts, errors on the ticketing tool.
- Run queries that identify service errors and take actions accordingly.
- Handle request and inquires received from different communication channels according to procedures in a professionally manner and take appropriate action according to calls.
- Availability for support in Non-Business Hours as and when needed.
- Send daily Handover at the end of every shift with the postponed errors and down ATMs.
- Strict adherence to policies and procedures
- Have the flexibility to occasionally work off-schedule.
University graduate, from an accredited and recognized University
Top Skills
What We Do
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials. We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines: • That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline. • Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
