Mashreq

Senior Manager – Technology, Service Management

Mashreq

full-time

Posted on:

Location Type: Remote

Location: Pakistan

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Job Level

Senior

About the role

  • Manage incidents in a 24/7 shift, ensuring timely resolution within defined SLAs.
  • Act as the primary point of contact for incidents, prioritizing and coordinating resolution efforts.
  • Proactively identify issues and collaborate with Command Center and other ITIL teams.
  • Maintain data quality, document events, and provide clear communication to stakeholders.
  • Ensure effective knowledge sharing and quality handovers within the team.
  • Participate in continuous improvement initiatives, providing valuable inputs to Problem Management.
  • Engage with various technology and business teams, fostering effective collaboration.
  • Analyze and present findings and resolutions to senior management and stakeholders.
  • Negotiate and agree on incident severity classifications with relevant parties.
  • Maintain flexibility to work in a 24/7 shift environment, including weekends and holidays.

Requirements

  • 10+ years of experience in service management, with a focus on incident management in a 24/7 roaster.
  • ITIL certification or a strong understanding of ITIL processes.
  • Proven experience in incident management, particularly in high-availability environments.
  • Excellent problem-solving, coordination, and communication skills.
  • Ability to work under pressure and manage critical incidents effectively.
  • Flexibility to adapt to a 24/7 shift schedule, including weekends and holidays.
  • Prior experience in a banking or financial industry is preferred.
  • Strong knowledge of financial industry standards and business practices.
  • Ability to build positive relationships with colleagues and stakeholders.
  • Basic understanding of infrastructure and application architecture.
Benefits
  • Remote work (RW) 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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Hard Skills & Tools
incident managementservice managementdata quality maintenanceproblem managementinfrastructure architectureapplication architecture
Soft Skills
problem-solvingcoordinationcommunicationflexibilityrelationship buildingcollaborationability to work under pressure
Certifications
ITIL certification