Monitoring Operator

Job Description Position Overview As a Monitoring and Event Management Engineer you are responsible for analyzing endpoint events within and provide technical analysis of Incidents and Service Requests within the ticket system. Due to your skills your target is to solve monitoring events, customer incoming calls on the phone with the provided remote tools. Your mission is to effectively and efficiently provide a single point of contact for engagement requests, incident and major incident management, while managing and monitoring the Diebold Nixdorf Banking and Retail Client’s to the customer satisfaction and contractual stipulations, by providing an informative and supportive point of contact to drive first call resolution and to assist our customer in making the best use of technology in their business pursuits. You are responsible for Act as escalation point for internal and external contacts, support groups and vendors for MS Implementations and MS service delivery technical issues to expedite problem resolution Eyes on glass Perform Settlement assistance, transaction inquiry assistance and investigations. Perform and provide remote triage and resolution support to onsite banking and retail personnel Interface with major account and stakeholders during client engagement when MS involvement is required list in Liaise with MS – Incident/Problem management team to drive stability and improvements Interface with MS service delivery Support Teams Notify any outages from client's end to the service delivery managers and vice versa. Proactively contact and notify client's network on any outages and monitor them till the issue is fixed Review and analyze MS connectivity reporting and triage issues Effectively and efficiently coordinate and communicate with internal and external facing contacts/support teams from issue initiation to crisis resolution. I.E: Identify symptoms, impacts, cause, possible work around and or resolution) Order of where the greatest amount of time will be spent Handling of incoming technician calls and support of the incident resolution onsite Qualifications Knowledge of customer service principles and practices Good communication skills Analytical, organizational and communication skills Team Player Processes and customer orientation Proficiency in French language is mandatory Self-learning and personal development is key for future growth Ability to work on own initiative and as part of a team Strong Interpersonal skills Preparation of documentation, process descriptions, working aids and manuals Development of process optimizations Knowledge of customer service principles and practices Experience with Banking and Retail Endpoints Monitoring Tools (ATMs, Tills, etc.) Basic IT technical background and/or experience in the field 3+ Years Knowledge of Monitoring tools and setup of monitoring tools and rulesets (System Management) Preferred Qualifications ITIL Foundation (Additional Qualifications) Willing to work on shifts Close cooperation with 2nd and 3rd level support