Manage the day to day operations of NOC centers, Event and Incident Management, design and configuration, Software Distribution, which includes anticipating and understanding customer needs and having an appreciation and understanding of the role of NCR in the global marketplace; Adapts global processes to meet local requirements.
Analyzes support operations to identify process improvement opportunities based on key metrics, account reviews, and customer feedback
Develops and maintains an extensive network of relationships with customers, peers, and colleagues in order to identify opportunities, gather marketing information, answer questions, and seek input to problems with a view to sustaining a competitive advantage
Maintains a heightened sense of urgency in reactive support situations, and demonstrated proactive response in the management of all problems, escalations, and customer notifications until issues are resolved
Operationally responsible for seeing that the organization is properly staffed, providing delivery of services according to agreed-upon SLA's for 25+ customers.
Manage the organization within the financial requirements established while maintaining contractual SLAs
Responsible for performance measurements and performance tracking of service providers; Able to guide an individual team, or group toward a desired result