[Hiring] Assistant Manager - Technology @Mashreq

Role Description

As an Assistant Manager, you will play a crucial role in:

• Production Support Ownership
  • Take end-to-end ownership of the Power Automate based Digital workers, Velocity (Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability.
  • Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
  • Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.
• Issue Analysis, Troubleshooting & Root Cause Management
  • Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
  • Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
  • Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.
• Stakeholder Coordination & Communication
  • Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
  • Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
  • Build strong working relationships with internal teams and external vendors to support smooth issue resolution.
• Compliance, Risk & Audit Adherence
  • Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
  • Maintain operational discipline by following defined PMO, QMS, and architecture standards.
  • Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.
• Operational Excellence & Continuous Improvement
  • Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
  • Contribute to automation initiatives, monitoring enhancements, and process improvements.
  • Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.
• Requirements Validation & Support for Enhancements
  • Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
  • Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
  • Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.
• Technology Best Practices & Quality Assurance
  • Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
  • Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
  • Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.
• Vendor & External Partner Collaboration
  • Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
  • Review vendor performance and ensure value delivery aligned with SLA and platform requirements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 5 years of experience in a similar role, with a proven track record of leading and managing teams.
• Expertise in digital platforms, automation tools, and middleware technologies.
• Strong leadership and management skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders.
• Analytical mindset with problem-solving abilities and a results-driven approach.
• Proficiency in project management methodologies and tools.
• Familiarity with industry-standard practices and regulations related to digital platforms and automation.
• Ability to work independently and manage multiple tasks simultaneously.
• Willingness to stay updated with emerging technologies and industry trends.

Responsibilities

• Lead and manage a team of professionals, providing mentorship and guidance.
• Ensure efficient production support for digital platforms, including Digital Workers in Power Automate, EDMS, and Velocity.
• Collaborate with stakeholders to understand their requirements and deliver tailored solutions.
• Monitor and optimize the performance of digital platforms to ensure smooth operations.
• Stay updated with industry trends and technologies to drive innovation and enhance digital capabilities.
• Implement best practices and standard operating procedures for digital platform management.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Ensure compliance with security protocols and data privacy regulations.
• Document and maintain accurate records of digital platform configurations and changes.
• Foster a collaborative and inclusive work environment, promoting knowledge sharing and continuous improvement.

Company Description

The leading financial institution in MENA. While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services.

Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.