Incident Manager

Incident Management Specialist

ATM Managed Services | Full Job DescriptionROLE MISSION

Drive service-impacting issues from detection through validated restoration and recurrence prevention using disciplined monitoring, ownership, escalation, vendor coordination, and continuous improvement.

Position Summary

The Incident Management Specialist proactively manages service-impacting incidents, aged queues, chronic performance concerns, poor-performing ATMs, vendor escalations, and operational outliers across assigned Managed Services portfolios. Operating as an extension of Program Management, the specialist converts exceptions into clearly assigned, tracked, escalated, communicated, and verified recovery actions.

The role supports daily, after-hours, weekend, and holiday coverage through a team-based staffing model. Success requires persistence, structured follow-through, sound judgment, clear communication, analytical skill, vendor accountability, and the ability to learn the supported technology and operating model. Prior ATM industry experience is helpful, but not required.

Core Responsibilities

Incident Monitoring and Control

• Monitor ATM availability, device health, service-impacting alerts, open calls, aging queues, and operational exceptions using Device Manager and associated monitoring and ticketing tools.
• Prioritize incidents based on customer impact, severity, age, SLA exposure, recurrence, and operational risk.
• For each managed issue, confirm the owner, next action, target date, blocker, supporting evidence, and update cadence.
• Maintain focused watchlists for aged, chronic, repeating, and low-performing assets; preserve continuity when incidents are canceled, reopened, transferred, or replaced.

Recovery, Escalation, and Closure

• Lead or coordinate critical recovery activity through restoration, including telemetry or transaction validation when applicable.
• Apply established escalation paths when ownership, progress, ETA, parts, site access, technical direction, or vendor response is insufficient.
• Prepare concise escalation summaries covering business impact, incident age, completed actions, blocker, current owner, requested decision, and next milestone.
• Validate restoration and corrective-action effectiveness before recommending closure or removal from monitoring.

Vendor and Stakeholder Coordination

• Coordinate service vendors, Help Desk, Program Managers, Network, software, settlement, security, implementation, logistics, cash-management partners, manufacturers, and other resolver groups as needed.
• Confirm dispatch status, technician activity, parts requirements, repair plans, testing, notes, and closure evidence; escalate missed commitments.
• Serve as the operational contact for material or aged incidents and communicate technical status in clear, audience-appropriate language.
• Provide Program Managers with timely exception summaries, risk visibility, client-ready detail, and action status.

Problem Management and Continuous Improvement

• Analyze incident history, trends, repeat dispatches, ineffective repairs, recurring fault patterns, and chronic conditions.
• Support root-cause analysis, corrective-action plans, SLA reviews, operational audits, and recurrence-prevention efforts.
• Maintain trackers, dashboards, client scorecards, weekly availability reporting, meeting notes, playbooks, and governance materials.
• Recommend process, automation, and approved AI-assisted improvements that reduce downtime, repeat incidents, avoidable call volume, and administrative effort.

Shift Coverage and Handoffs

• Participate in assigned day, evening, overnight, weekend, or holiday coverage based on business need.
• Provide complete shift handoffs covering open risks, actions due, vendor commitments, escalation status, and unresolved dependencies.
• Act as backup coverage for Program Management when assigned and manage approved escalations or research requests.

Required Qualifications

• Three or more years of experience in help desk, service desk, operations support, incident management, technical coordination, NOC operations, vendor coordination, service delivery support, or a comparable environment.
• Strong written and verbal communication, with the ability to summarize technical information for operational, client, and executive audiences.
• Demonstrated ownership, persistence, and ability to drive work without direct authority.
• Strong organizational, multitasking, prioritization, and administrative skills in a time-sensitive environment.
• Analytical problem-solving, research capability, attention to detail, and sound judgment.
• Experience working with internal support teams, vendors, or third-party service providers.
• Proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint; experience maintaining trackers and operational documentation.
• Ability to work independently during assigned shifts and contribute effectively within a team.
• Willingness to learn ATM operations, supported technology, ticketing platforms, SLA concepts, and the Managed Services environment.
• High school diploma required; associate or bachelor’s degree preferred.
• Ability to support travel of up to 15%, when required.

Preferred Qualifications

• Experience in Managed Services or a 24x7 support environment.
• Experience with ServiceNow or a similar ticket-management platform.
• Experience producing operational reports, exception summaries, dashboards, client scorecards, or trend analysis.
• Familiarity with Power BI, Power Automate, and ATM monitoring or device-management tools.
• Knowledge of ATM hardware and software functions, downtime and response-time measures, service-vendor models, and relevant industry standards such as PCI-DSS, ADA, and EMV.
• Practical experience with approved AI productivity tools for summarization, analysis, documentation, and workflow support.
• ITIL Foundation, Lean, Six Sigma, or comparable service-management and continuous-improvement training.

Core Competencies

Competency What Good Looks LikeOwnership and persistenceKeeps issues moving, closes follow-up gaps, and prevents unresolved work from becoming invisible.CommunicationProvides clear updates and asks direct questions that advance resolution.Judgment and prioritizationBalances impact, urgency, age, SLA exposure, customer risk, dependencies, and available resources.Analytical thinkingUses incident and performance data to identify patterns and distinguish isolated symptoms from systemic problems.Collaboration and accountabilityWorks effectively with Program Managers, internal teams, clients, and vendors while maintaining professional, fact-based accountability.Adaptability and learningLearns unfamiliar systems and technical concepts and remains effective as processes evolve.AI-assisted productivityUses approved AI tools responsibly to accelerate analysis, documentation, handoffs, and reporting while validating outputs.

Expected Outcomes and Success Measures

• Earlier detection and disciplined prioritization of service-impacting conditions.
• Controlled restoration with clear ownership, evidence, escalation, and closure criteria.
• Reduction in aged incidents, unresolved outliers, chronic faults, repeat dispatches, downtime, and avoidable call volume.
• Improved SLA control and timely escalation of stalled or high-impact issues.
• Greater vendor accountability, including completion and timeliness of commitments.
• Accurate, useful shift handoffs, trackers, exception reports, dashboards, and status updates.
• Stronger partnership with Program Managers and operational teams, enabling greater focus on client strategy and program outcomes.
• Responsible adoption of automation and AI-assisted workflows that improve speed, consistency, and decision support.

Working Relationships

The Incident Management Specialist collaborates with Program Managers, Help Desk, monitoring, Network, software, settlement, security, implementation, logistics, cash-management partners, ATM manufacturers, field-service vendors, and other internal or external resolver groups. Client interaction is focused on operational updates for material or aged incidents when assigned.

Working Conditions

This position supports a 24x7 operational environment. Schedule assignments may include daytime, evening, overnight, weekend, and holiday coverage. Coverage is delivered through a team-based staffing model rather than reliance on one individual for all shifts.