Monitoring Agent "SOC L1"

Job Details

Reporting Lines

Job Purpose

Monitor the ATMs daily operations and the Communication status through different available utilities.

Job Responsibilities

Specific objectives and deliverables will be agreed as part of your annual Performance and Development Review (PDR) process, the points below are a summary of your main duties and responsibilities.

Job specific responsibilities:

1. Perform FLM “first level maintenance” procedures.
2. Create incidents on the ticketing system.
3. Monitor Cash levels through determining devices that reach its maximum capacity.
4. Create Logs, and close Tickets and Incidents.
5. Monitor ATMs and Communication status through different available utilities 24*7.
6. Screen the Gasper and Whats up and report the FLA with the last errors once the error appears through mail.
7. Send mails with every down ATM and Create ticket (with Logs) on Service manager Application and close them once the ATM up.
8. Dispatch the FLA Technicians till solving the sent errors.
9. Check the ATMs that need to be replenished and send them in Daily sheet with specific amount of every ATM through e-mail to the CIT (Speed & AMANCO) according to the pressure of every ATM.
10. Dispatch the CIT technicians till replenishing the requested ATMs.

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11. Check the ATMs counters and send the ATMs that need to be replenished to the CIT through mail to be replenished the next day.

12. Update the replenishment sheet Daily with the replenished ATMs.

13. Revise the cash replenishment levels after replenishment with cash replenishment sheet.

14. Create ticket (with Logs) on Service Manager Application with every error sent to FLA.

15. Cut the ATMs journal daily and send it to the back-office team.

16. Support the back-office team’s if they faced any problem with the journal or the ATMs.

17. Monitor the CPCs through whats up application.

18. Send daily Handover at the end of every shift with the postponed errors and down ATMs.

19. Monitor the ATMs lines and send mails with the down lines (TE-Data, Raya and Link) and open tickets on service Manager and follow till the lines up and close them on Service Manager once finished.

20. Monitor the remote sites, Branches, fuel stations and Depots through whats up application.

21. Support the call center team by receiving the daily retracted cards report and send the FLA to deliver the cards the site’s manager.

KPIs (Key Performance Indicators)

• FLM / SLM effectiveness & efficiency 45%
• Achieving SLA for solving technical issues. 35%
• Team members’ satisfaction 5%
• Reporting 5%

Competency Model

Technical competency level

Specifications: Qualifications, Experience, skills

Conditions of Employment