Job Description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Title: EDGE L2 Support Shift team Leader / Senior Engineer

Location: Cebu, Philippines

Onsite position with rotation pattern

Due to our continued global growth, we are looking for exceptional L2 Support Shift Team Leaders with strong Linux skills to work within our Global technical operations team.

You will be leading a team of L2 Shift Engineers who are responsible for the 24 x 7 monitoring, maintenance, support, and deployment of our unique store infrastructure software that has gained significant traction with retailers all over the world.

This is a shift-based role, which will join our 24 x 7 shift pattern – “4 on 4 off” – 12-hour shifts.

Key Accountabilities:

• You will be fully responsible for your shift and ensure that we deliver a proactive world-class support service to all our global customers.
• As both this role and the team are a new function, there will be emphasis for this role to contribute to defining and shaping of the scope, deliverables, toolsets and processes associated with this team.
• You will work to ensure the efficient running of EDGE Support Operations, providing technical support in all areas of the shift activities.
• This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Shift Team Leader/Senior Engineer will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan.
• Highly organized and with exceptional attention to detail you’ll be able to effectively plan and prioritize your team’s workload, as well as accurately measuring and reporting on their progress.

Responsibilities and Duties:

• Responsible for all operational support and tasks during your shift
• Building the best Support operations team in the industry, including training and supporting the team as it grows
• Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required.
• Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment
• Ensuring all support requests are dealt with within SLA and to our customers’ satisfaction
• Ensuring there is high quality documentation for the support Team to refer to for all tasks
• Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled
• Taking a lead role in assisting and coordinating any P1/major incidents
• Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements.
• Answering emails, calls, and online chat in a positive and friendly manner.
• Creating a record of each customer problem and spot trends when applicable.
• Deliver technical IT support as required to our diverse client base.
• Monitoring live customers’ EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
• Ensuring the task of monitoring is continuously improved, to ensure the monitoring of live customers software and infrastructure is successful
• Management of Windows and Linux server operating systems
• Assisting our partners and customers with deploying the EDGE software
• Monitoring “Live” customers and cloud/store infrastructure
• Fulfilling IT maintenance tasks scheduled by other team members.
• Promote and provide support for new products and technologies.
• Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
• Maintain an up-to-date knowledge of our products, technologies, and our competitors.
• Meet customer contractual SLAs in addition to business OLA targets and metrics.
• Maintain high customer satisfaction ratings that meet company standards.

Knowledge, Skills, and Experience:

• The candidate should have a minimum of 1 year’s experience in an IT Operational support role working with Linux operating systems.
• Good understanding of core network technologies – LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls.
• Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana
• Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker. Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations.
• Strong analytical skills with proven problem-solving ability.
• Demonstrated willingness to learn and apply innovative technology.

Desirable experience with these technologies:

• Windows operating systems
• CouchDB
• Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions)
• Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.)
• Exposure to working in security sensitive environments.
• AI/machine learning

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”