Be part of **Stefanini**! At Stefanini we are more than 30,000 geniuses, connected from 41 countries, doing what they are passionate about and co-creating a better future. Surely you don't want to miss out on the **Specialist Level 3 Support (L3\) – ATMs (Automated Teller Machines)!** **Position Objective:** Ensure the availability, stability, and proper operation of automated teller machine (ATM) infrastructure by handling complex incidents, managing critical issues, and coordinating solutions with vendors, developers, and internal IT teams. **Responsibilities and Duties** * **Handling and resolution of level 3 incidents** related to hardware, software, communications, and transaction processing in ATMs. * **Diagnosis and root cause analysis** (RCA) of recurring failures. * **Support and coordination during deployments** of new versions, patches, updates, and migrations. * **Advanced monitoring and proactive response** to availability and performance alerts. * **Escalation and follow-up with manufacturers and vendors** (e.g., Diebold Nixdorf, NCR, Wincor, etc.). * **Technical validation of changes, new features, and pilot tests (UAT / SIT)**. * **Documentation** of technical procedures and updating standard operating procedures (SOPs). * **Ensure compliance** with security policies and banking regulations. * **Review and handle first-line incidents** for all ATMs in the channel (verification, analysis, and resolution of incidents). * **Receive incidents through multiple channels:** ESQ system, phone calls, emails, Hangout, and WhatsApp line. * **Perform technical troubleshooting** and **determine the appropriate response path:** resolve or escalate as needed. * **Validate information, advertisements, campaigns, and updates** on monitored devices. * **Blocking and unblocking Checker**, using the security tool provided by the bank. * **Support for mass deployments or requests** (assessing billing based on request type). * **Send Journal on demand**. * **Validate errors in the Journal** for ATM recovery. * **Provide real-time support for operational incidents** caused by improper operations at branches. * **Detection of incidents via TRX Dispensers 24x7** using the SSTOB\-ESQ system *(hardware errors only)*. * **Creation of manual tickets** for control and traceability. * **Escalate unresolved incidents** from the monitoring analyst. * **View and monitor alerts** in the JAMNM tool **Requirements and Qualifications** * Minimum **3 to 5 years of experience** in ATM technical support (preferably in banks or acquirers). * Experience resolving critical incidents (P1 and P2\). * Degree in Computer Engineering, Electronics, Telecommunications, or related field. * Technical English (reading and writing). Conversational English is desirable. * Availability for on-call shifts and incident handling outside regular working hours 24X7\. * **Desirable:** Certifications in ITIL, ATM Vendor (NCR/Diebold), networking, or security. * Participation in certification, integration, and deployment testing of new functionalities. * Coordinated work with infrastructure, network, security, and external vendor teams. * ATM platforms: NCR, Diebold Nixdorf, Wincor, Opteva, etc. * Financial protocols: NDC, 912, ISO 8583\. * ATM operating systems (Windows Embedded / Windows 10 IoT). * Communications and TCP/IP networks, VPN, routers, switches. * Transaction and network log monitoring (e.g., HP OpenView, Splunk, Nagios, Zabbix, etc.). * Management of cryptographic keys, HSM, and transaction security. * Scripting (Batch / PowerShell / Basic Unix desirable). **Additional Information** * Analytical skills and focus on solving complex problems. * Ability to work under pressure and within 24x7 on-call schedules. * Strong oral and written communication skills. * Proactivity and customer service orientation. * Teamwork and sense of urgency.