• Canada
  • Save Job
  • 5 - 10 Years
  • Posted : above 1 month

Job Description:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

Considered a subject matter expert in Toshiba SCO and retail product offering specifically at Walmart
Position responsible for timely solutions to complex technical problems regarding software and equipment, often of a critical nature to the customer, are required of this position; Gathers information from a wide range of sources to resolve problems with unknown solutions including internal business units and third party vendors
With the wide array of sources, the position may involve support for multiple product lines across different industries, including Communications, Retail, and Networking; Position also works within the service delivery organization that includes CE technical support communities
Responsibilities include the ability to document, verify, and make appropriate corrections to the Oracle incident record and customer profile; Write and/or create technical documents; Contributes to recommendations on process redefinition to adapt processes to solutions
Works on multiple projects or a project with global scope; Manages all phases of a project; Owns the overall management of the project, coordinating resources across organizations and managing to timeline
Coordinate and develop problem isolation plans and a willingness to go over and above to solve the customers problems when appropriate; Assemble and assess solution alternatives; Develop and document procedures for support and operations; Ensure processes adhere to all regulatory requirements; Provide control and follow-up for the customer; may serve as a mentor in one or two product domains or customer specialties
Responsibilities include remotely coordinating the resources required to manage problem resolution for NCR products and services; Managing necessary resources and/or provide additional technical/functional knowledge necessary to resolve customers (both internal and external) problems; Position will work directly with Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customers problems
Responsibilities include owning the problem resolution process including identifying and project managing third party suppliers, providing control and follow-up for the resolution activities; including assessing the risks, business impact (including financial) and technical resource impact of the solution alternatives; Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation
Participate in pre-sales activities as needed to determine technical feasibility and supportability, and this includes the bid review process; Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results
Create experienced-based case candidate knowledge for inclusion in the Knowledge Base; Use available systems and information tools to identify and effectively match customer problems to documented solutions; Identify patterns, provide feedback, and make suggestions for process, project, system, tool and organizational improvements; Participates in requirements gathering process and user testing
Position may require extended travel including nights, weekends and including over night travel as needed to accommodate customer needs; Working both in a customers lab/head office as well as on the customers sites
Position may often work in a team environment with Technical Support - Operations personnel, third party suppliers and the Customer
Use available systems and tools to assess data; Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements
Participate in special projects to continuously improve processes, tools, systems and organization in accordance with the NCR improvement approach
Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs
Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
Work may span multiple time zones, cultures and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third party suppliers
New technology developments and expanded support services require continual skill expansion and enhancement, this may be conducted as formal training or in an on-the-job environment
Ability to speak and/or write French will be an asset

BASIC QUALIFICATIONS

5-10 years of experience in a related technical field servicing Walmart
Highly-developed interpersonal skills
Strong written and verbal communications skills
Strong sense of self-motivation
Basic knowledge of all Windows Platforms; Knowledge of Internet Browsers; Basic knowledge of UNIX and Oracle; Basic knowledge of network communications

EEO Statement
Integrated into our shared values is NCRs commitment to diversity NCR 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 NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 11th Jan 2020

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