Service Operations Associate Manager

Overview

Responsible for managing day-to-day ATM operations and ensuring high service availability, SLA compliance, timely incident resolution, and customer satisfaction, while managing teams, vendors, stakeholders, and operational escalations and driving continuous service improvements.

What you'll do

• Monitor ATM operations, uptime, downtime, incidents, aging cases, and overall service performance.
• Ensure SLA/TAT adherence and proactively address potential service-level breaches.
• Manage critical and customer-escalated incidents through timely resolution and closure.
• Lead and guide the operations team, monitor performance, provide feedback, and identify training requirements.
• Coordinate with customers, internal support teams, OEMs, and service vendors for operational issue resolution.
• Monitor vendor performance and drive corrective actions for service delivery gaps.
• Conduct root-cause and trend analysis for recurring incidents and chronic ATM issues.
• Prepare and review operational MIS, KPI, SLA, and performance reports.
• Identify process gaps and drive initiatives to improve ATM uptime, operational efficiency, and customer experience.

Details

• Offers of employment are conditional upon passage of screening criteria applicable to the job.