[Hiring] Incident Management Agent @NCR Atleos

Role Description

Incident Management Agent for our team in Belgrade, providing operational support to a Spanish customer. The role involves managing incidents, ensuring clear communication, and achieving fast resolution in line with service standards.

• Register, monitor, and manage incidents following established procedures.
• Perform initial diagnostics and coordinate with technical teams for resolution.
• Proactively inform users about the progress of each incident.
• Properly document each case to ensure quality and traceability.
• Work closely with the team and participate in continuous improvement activities.

Qualifications

• Very high level of Spanish (C1 or equivalent).
• Experience in technical support, Service Desk, NOC, or incident management.
• Advanced proficiency in Excel and Outlook.
• Strong verbal and written communication skills.
• Availability for 24x7 rotating shifts.

Requirements

• High level of English (preferred).
• Knowledge of ITSM tools (ServiceNow, Remedy, etc.).

Core Competencies

• Teamwork.
• Customer orientation.
• Problem-solving skills.
• Organization and attention to detail.

Benefits

• Private Health Insurance.
• Employee Referral Bonus Program.
• Wellbeing Resources.
• Baby Bonus.
• Life, Accident & Disability Insurance.
• Numerous opportunities for internal career pathing and advancement.
• Discounts for employees at NCR Atleos partners.