Mashreq

AVP, Technology Operations

Mashreq

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Lead

About the role

  • Manage Incident and Problem ITIL processes.
  • Take actions to identify opportunities to improve process controls and simplify process.
  • Track the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches.
  • Ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and drive the faster resolution of the incidents.
  • Work with CXCG- Customer Experience, Command center and Service desk to identify the customers’ and employees’ issues proactively and drive improvements.
  • Define process KPIs and develop MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends.
  • Drive effective problem management practices to address root cause and contributory causes of the incidents.
  • Provide team with the objectives of department’s goals aligned to company’s strategic direction.
  • Provide necessary support to team in achieving the targets and meeting their learning & development needs.

Requirements

  • 12+ experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry.
  • Understanding relevant industry standards and practices is desirable.
  • 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 will be desirable.
  • Demonstrable experience attracting, hiring, retaining, and leading top process and engineering talent.
  • Experience with Scrum, Kanban, or other Agile development techniques would be desired (but not mandatory).
  • Knowledge of financial industry standards and business practices.
  • Ability to build positive relationships with own 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.
  • The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL processesIncident managementProblem managementService improvementsKPI definitionManagement Information SystemProactive incident managementAgile development techniquesScrumKanban
Soft Skills
LeadershipTeam supportRelationship buildingMultitaskingAdaptabilityCommunicationProblem-solvingStrategic alignmentCoachingCollaboration