Job Category Service Operations Monitors analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests Serves as a single point of contact for customers in terms of issue resolution and escalations Engages with internal service product sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution Responsibilities Serves as senior investigator for service delivery quality control and related incidents Addresses missed SLAs detects recurring causes and proposes get well plans taking the lead to ensure actions are performed as required Performs root cause analysis to prevent incident recurrence Develops temporary alternative measures Workarounds to ensure continued service until definitive solution is achieved Provides technical guidance and support for less experienced team members Performs historical data analysis to identify and mitigate potential issues before they occur Proposes changes to improve problem solving and incident resolution Serves as the customer s single point of contact on escalations Organizes and leads participates in conference calls to ensure issue resolution and appropriate customer stakeholder engagement Qualifications Required Qualifications Education or equivalent work experience required Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Call Management Positive business English skills Written and spoken Knowledge on MS Excel 24 7 Shifts rotationally allocated 6 days working About Us Why should you join Diebold Nixdorf Brightest minds technology and innovation business transformation The people of Diebold Nixdorf are 23 000 teammates of diverse talents and expertise in more than 130 countries harnessing future technologies to deliver personalized secure consumer experiences that connect people to commerce Our culture is fueled by our values of collaboration decisiveness urgency willingness to change and accountability -Diebold Nixdorf is an equal opportunity employer and we value diversity at our company We do not discriminate on the basis of race religion color national origin gender sexual orientation gender identity age marital status veteran status or disability status To all recruitment agencies Diebold Nixdorf does not accept agency resumes Please do not forward resumes to our jobs alias Diebold Nixdorf employees or any other organization location Diebold Nixdorf is not responsible for any fees related to unsolicited resumes We are a global Company operating in multiple Locations and Entities As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer A List of our operating entities can be found