Type of Hire: Experienced (relevant combo of work and education)
Experience Desired: 2+ Years
Education Desired: Bachelor's Degree, High School Diploma
What you will be doing :
Monitoring health of ATM (s) for its expected uptime which may vary from account to account and vendor to refer MSA or Bank wise agreement.
Helpdesk team based in Mumbai and Bengaluru monitors the ATM’s located in PAN India.
Employees within Helpdesk handles various activities such as attending automated or manual ATM fault tickets, putting the same in appropriate bucket for calculation of downtime and follow up with respective vendor, team(s) till closure.
Dispatching/Logging of calls: - System generates automated ATM Fault tickets for various Banks and employee from dispatching team to ensure proper due diligence is done before logging a call with respective vendor within 30 minutes from call generated time and it should be at the rate of 90% against offered volumes [Between 0-30 Minutes].
Sometime when system is not giving automated fault ticket, employee from dispatching team to refer to alternate such as cash file (s),calling respective switch team etc., and have the call logged.
Once the call is logged agent to refer to respective vendor portal and update ETA in our monitoring tool and this should be updated within 1st 30 minutes from the call logged time in vendor portal and it should be at the rate of 90% against offered volumes [Between 0-30 Minutes].
And based on ETA received from respective vendor call to be tracked with close coordination with all the ATM vendors for ensuring proper functioning of the terminal & better ATM availability. [ As per industry standard all such first level calls to be closed within two hours from call logged time basis site accessibility timings and the distance chart shared by vendor].
Second level calls with machine make vendor or other vendors like network, UPS etc., to be logged with proper due diligence, update comments in ATM monitoring tool and track till closure as appropriate.
As per contractual agreement ATM Helpdesk to share various reports like ATM’s which haven’t dispensed for 24 hr.’s or specific time as requested by external/internal teams, cash out, UPS, chargeable and various other ATM status reports to internal & external teams.
Employees to ensure all incoming/outgoing calls are attended/made with proper telephone etiquettes.
Employees to ensure all incoming/outgoing emails are attended with proper email etiquettes.
ATM Helpdesk employees to be flexible in working under 24/7/365 environment [Such as rotational shifts /night shifts /6 Days working pattern with rotational weekly off’s].
Supervisors of respective team/Bank/segment supervise or monitors all above activities.
Monitoring health of Electronic Journal for its expected uptime which may vary from account to account and vendor to refer MSA or Bank wise agreement
EJ team based in Mumbai and Bengaluru Pulling EJ’s from ATM’s located in PAN India.
Share EJ files in the SFTP and mails for the banks
What you bring:
Communicates ideas both verbally and in written form in a clear, concise, and professional manner
Requires working knowledge of FIS products/services as well as general banking operations and procedures
Ability to understand and apply concepts
Ability to handle projects commensurate with job expectations
Requires excellent presentation, writing, organizational, analytical, and problem solving skills
Requires human relations, negotiation and documentation skills
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Flexibility, versatility, dependability
What we offer you:
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A broad range of professional education and personal development possibilities – FIS is your final career step!
A competitive salary and benefits
A variety of career development tools, resources and opportunities