Manager - ATM/CCDM Support & Operations

Job Description:

Reports to AVP – Project manager Self Service channels and manage all Bank regions latest self-service channel machine like (ATM, CCDM, Bulk cash machines, ITM, Kiosk, TCR and Interactive banker, ATM digital camera technologies, self-service Monitoring application, Digital branch video walls, ATM Transaction monitoring applications etc..) interms of support, end to operations, channel enhancements, end to end application management, work on new requirements and projects related to the mentioned areas and work with stakeholders.

Should work under minimal supervision and handle all areas with zero escalations.

Managing the 24*7 ATM monitoring & support team

Liaise with Business, Custodians, Vendors & Technology teams for various self-service channels related requirements and deliver them within the timelines and budgets

Need to handle end to end incident management, Monitoring & Performance management, channel audits and adhere bank's internal IT service management processes all the time.

Enhance self-service channel operations and support to next level and automate tasks with AI and robotic technologies

Review & recommend various ATM, CCDM, ITM, TCR and Kiosk & SELFSERVE technologies

Management of ATM/CCDM hardware and software deployments and new machines on-boarding and expansions

Coordinating various ATM & CCDM projects with business, application team and other regional stakeholders and make sure projects are delivered as per the timelines.

Continuously analyze of Self-service channel tools, operations, alerts, configurations to improve customer experience and reduce incident which should result in uptimes, reduce customer complaints of the channel.

Track the SLA with various vendors & custodians to maximize the availability.

Implementing best practices, tracking the compliance and ATM Audit issues.

Present self-service channel performance to management on periodical basis

Handle end to end projects from Initiation to closure related to Self serv channel

Required Experience and Skills:

Bacheclor Degree or Equivalent

6 Years or more of experience in the same role of having complete technology experience on ATM, CCDM & SELFSERVE Technologies, mainly NCR & DIEBOLD.

Sound knowledge of NCR: - Aptra Activate, AANDC, GASPER, SOLDICORE, APTRA EXCHANGE, ESQ monitoring solutions etc.

Sound knowledge of DIEBOLD: - AGILIS, SECURITY-OFFCE, JOURNAL-OFFICE etc.

Good knowledge on ATM SWITCH applications & monitoring applications.

Good knowledge on networking, security & system fundamentals.

SQL, Application Management, Project management, Agile waterfall work model