Account Support Senior Analyst Job in Mumbai at NCR Atleos

NCR Atleos is hiring for the role of Account Support Senior Analyst!

Responsibilities of the Candidate:

• Establish an aligned governance model with clients.
• Maintain daily, weekly, monthly, and quarterly interactions to drive service performance and engagement.
• Deliver services contract terms throughout the agreement lifecycle.
• Maintain working relationships with clients and internal organizations and collaborate with stakeholders to deliver world class customer experience
• Ensure data integrity within NCR systems.
• Ensure accurate and timely asset entitlement.
• Manage assets accurate coverage in the ES system
• Address time & material billing/disputes and ensure designated customer-specific process are followed to ease of collection and dispute management.
• Identify and improve hardware that repeatedly fails to meet quality and performance standards.
• Work on CI with customer and Internal stakeholders to isolate excessive failure rates.
• Drive Software Quality or Bugs raised by customers and ensure its deployed successfully within the agreed timelines.
• Provide general or account-specific bulletin or support to customer engineers to address service quality customer concerns.
• Identify and report quality issues.
• Work with responsible stakeholders to ensure resolution.
• Deliver software support services for specific software products covered under maintenance contracts.
• Engage fully with the software team.
• Manage NCR internal customer profit & loss to ensure account profitability.
• Look for areas or service opportunities to enhance the margins
• Plugin services leakages, which impact cost/margin/profitability
• Penalty and Concession negotiations
• Support and collaborate with business teams (sales /PSO/MSO/FSC)
• Engage fully in contract renewals, services contract management issues, scope of work etc..
• Ensure service performance data is preserved and Reconciled
• Customer SLA data is discussed with the customer
• Penalties are negotiated and kept in control
• CI/VSM practices are used to identify gaps and provide solutions to customer problem
• Identify and report Audit concerns raised by the customer.
• Work with responsible stakeholders to ensure resolution / Mitigation
• Ensure NCR is compliant and controls are in place.