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- Provide 2nd Level Support to critical APAC Customer
- Monitor incident management queue (ServiceNow)
- Analyzes incidents to identify service restoration actions to be taken
- Incident investigation and diagnosis (including resolution where possible)
- Assists with classification and prioritization of incidents
- Assists others with identifying the impact of incidents
- Takes incident resolution actions to restore service to customers
- Participation in audit activities related to the Incident Management process
- Monitoring the status and progress towards resolution of assigned Incidents
- Keeping affected business partners informed about progress
- Escalating the process as necessary per established escalation policies
- Resolve logged incidents and service requests according to SLAs
- Assisting in change activities where required, either as the change coordinator or a group assisting with pre / post / verification tasks
- Perform various tasks / duties as advised by the Team in shift handover
- Perform active 'eyes on glass' monitoring across their work shift
L2 Support Engineer - Kuala Lumpur, Malaysia - NCR Corporation
Description
About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Responsibilities
Offers of employment are conditional upon passage of screening criteria applicable to the job.