Incident Manager

About the role

The Incident Manager will work in a medium‑volume service desk environment supporting NCR's Self‑Serv Check Out customers and channel partners. The role focuses on handling escalations, reporting, and improving support quality.

Key responsibilities

• Respond to customer escalations, track progress in ServiceNow, and communicate updates to stakeholders.
• Generate regular and complex reports and dashboards on incident and telephony metrics using Excel, Power BI, Tableau, and Genesys.
• Escalate issues internally and externally according to defined escalation paths.
• Provide quality assurance on tickets, identify improvement opportunities, and coach team members.
• Maintain and enhance the knowledge base, participate in team meetings, and support special projects.

Required profile

• High School Diploma or equivalent.
• Advanced spoken and written English (B2/C1).
• 0‑2 years of related experience with strong customer support and communication skills.
• Ability to work flexible schedules, including evenings and weekends.

Required skills

• Advanced knowledge of Excel and PowerPoint.
• Basic knowledge of Power BI and Tableau.
• Experience with ServiceNow and Genesys platforms.
• Advanced knowledge of Windows operating system.