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About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Incident Analyst

Grade: 9

Location: Belgrade, Serbia

Key Responsibilities

1. Incident Monitoring and Analysis

• Monitor IT systems and service desk tickets for incidents and potential disruptions.

• Analyze incident data to identify trends, recurring issues, and potential risks.

• Prioritize incidents based on severity, impact, and urgency to minimize downtime.

2. Incident Investigation and Resolution

• Investigate and diagnose the root cause of incidents in collaboration with technical teams.

• Work with the Service Desk, Infrastructure, and Application teams to resolve incidents quickly and effectively.

• Document resolution steps and ensure knowledge transfer for future reference.

3. Collaboration and Communication

• Liaise between technical teams, end-users, and management to provide updates on incident status.

• Escalate complex or critical incidents to appropriate teams or managers.

• Support Incident Managers in coordinating response efforts during major incidents.

4. Documentation and Reporting

• Maintain detailed records of incidents, resolutions, and lessons learned in the IT Service Management (ITSM) tool.

• Generate and distribute incident reports, including metrics like mean time to resolution (MTTR) and incident volume.

• Contribute to root cause analysis (RCA) documentation and post-incident reviews.

5. Process Improvement

• Recommend changes to incident management processes based on analysis and feedback.

• Participate in continuous improvement initiatives to enhance system reliability and performance.

• Identify and suggest proactive measures to prevent future incidents.

Key Skills and Qualifications

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience) is a plus.

Experience:

• Previous experience in incident management, service desk operations, or IT support roles.

• Familiarity with IT Service Management (ITSM) tools like ServiceNow.

Knowledge:

• Understanding of ITIL frameworks, particularly incident and problem management.

• Knowledge of IT infrastructure, networks, and applications.

Languages:

• English

• Dutch is a plus

Skills:

• Strong analytical and problem-solving abilities.

• Excellent communication and interpersonal skills.

• Ability to work effectively under pressure and manage multiple priorities.

Preferred Qualifications

• ITIL Foundation certification or higher.

• Experience in root cause analysis (RCA) and trend analysis.

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

Help us run the world's top brands.

At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.