Incident Manager
ncr · Cebu City
Job description
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.
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Published 9 hours ago
Expires 1 month from now
6 views · 0 interested
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ncr
Cebu City