[Hiring] AVP-Technology. Technology Operations @Mashreq

Role Description

We are 24 x 7 technology service management operation unit of the Bank. We are focused on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience.

As a Senior Manager in Service Management, in our fast-paced leadership team, you will be responsible for managing Incident and Problem ITIL processes. Your responsibilities will include:

• Identifying opportunities to improve process controls and simplify processes.
• Tracking technology incidents across the organization and driving reduction in incident counts.
• Ensuring right severity classification of incidents and appropriate communications to stakeholders.
• Driving faster resolution of incidents.
• Working with CXCG- Customer Experience, Command center, and Service desk to proactively identify issues.
• Defining process KPIs and developing MIS dashboards.
• Driving thematic service improvements based on KPI trends.
• Implementing effective problem management practices to address root causes of incidents.
• Coaching and mentoring your team to align with department goals and support their development needs.

Qualifications

• 12+ years of experience in service management designing, defining, and driving ITIL processes, preferably from the Banking Industry.
• Understanding of relevant industry standards and practices.
• Significant experience in leading support for large, complex, multi-functional environments.
• Prior meaningful technology and business/industry work experience including experience in Incident and Problem management.
• Experience in driving service improvements based on incident trends and themes.
• Knowledge & experience in Proactive incident management.
• Experience with Scrum, Kanban, or other Agile development techniques (desired but not mandatory).
• Knowledge of financial industry standards and business practices.
• Ability to build positive relationships with team, business, and technology partners.
• Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS), and function (FaaS) service offerings.
• Experience in establishing Management Information System and defining KPIs.
• Ability to multitask, handle changing priorities, and work independently in a fast-changing environment.

Requirements

• Effective management of 24X7 incident management.
• Continuous improvement of process controls and communications protocols of Incident Management.
• Ownership of incidents from start to end: recording, prioritizing, categorizing, communicating, escalating, and driving towards resolution.
• Management of Major incident calls.
• Proactive identification of issues with Command Center and improvement of monitoring.
• Improvement of Customer and Employee experience through CRM dashboards and service ticket analysis.
• Educating stakeholders on Incident process and Problem Management.
• Establishing feedback systems for improvement opportunities.
• Proactive management of process risks and addressing audit observations within stipulated time.
• Defining KPIs and producing interactive dashboards and presentations for stakeholders.
• Providing team clarity about deliverables and identifying development needs.
• Coordinating and prioritizing work based on business criticality.
• Performing analysis to proactively identify issues and take necessary actions.
• Preparing Service Improvement plans with measurable outcomes.
• Identifying areas for automation to reduce redundant manual effort.
• Supporting team objectives and preparing periodical management reports.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• Flexible working arrangements.
• Supportive team environment.