Service Operations Analyst II

Overview

Service Operations Analyst II supporting vendor coordination, SLA monitoring and operational escalations for ATM and self-service operations at NCR Atleos.

What you'll do

• Coordinate with vendors for air-conditioning (AC), housekeeping (HSK), site-related maintenance (SRM), and other assigned operational services.
• Monitor vendor performance against agreed SLAs and key performance indicators and follow up promptly on delays or service gaps.
• Coordinate with helpdesk, field service teams, third-party service providers, internal stakeholders, and customers to ensure seamless service delivery.
• Manage customer expectations and drive operational issues and escalations to resolution.
• Support process improvements that enhance service quality, operational efficiency, compliance, and cost effectiveness.
• Conduct regular review meetings with vendors and track action items, improvement plans, and closure commitments.
• Prepare and present periodic updates on SLA performance, risks, open issues, and improvement initiatives to management.
• Adapt to changing business priorities, customer requirements, and service-delivery scope while maintaining agreed standards.

What you'll need

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related discipline.
• Working knowledge of SLA and KPI monitoring, escalation management, reporting, and continuous-improvement practices.
• Proficiency in Microsoft Excel, PowerPoint, Word, email, and operational tracking tools.

Nice to have

• A master's degree.
• Relevant experience in operations support, vendor management, facilities management, helpdesk operations, or field services.
• Graduate with 5–8 years of relevant accounting experience.

Details

• Location: Mumbai, India.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.