Mashreq

AVP, Technology – Incident & Problem Management

Mashreq

full-time

Posted on:

Location Type: Remote

Location: Egypt

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

Tech Stack

ITSM

About the role

  • Lead and mature the Problem Management function, focusing on proactive and preventive problem identification and effective problem closure.
  • Drive the expanded Service Improvement Plan (SIP) scope, ensuring alignment with service stability goals across multiple domains.
  • Oversee the development, performance, and expansion of the Problem Management team, ensuring continuous upskilling and capability readiness.
  • Strengthen knowledge management through KEDB governance, structured RCA insights, and cross-team information sharing.
  • Ensure compliance with internal controls, audit requirements, and regulatory expectations within the Problem Management lifecycle.
  • Deliver timely, accurate, and insights-driven management reporting to leadership, highlighting trends, risks, and improvement opportunities.
  • Foster strong cross-functional collaboration with technology, operations, and business teams to drive effective and timely problem resolution.
  • Perform deep-dive root cause analyses on recurring or high-impact issues, using data trends and evidence-based investigation.
  • Identify systemic gaps, failure patterns, and weak controls, recommending preventive measures and long-term fixes.
  • Escalate major risks, systemic issues, and non-compliance cases to senior leadership for timely action.

Requirements

  • Strong expertise in IT Problem Management, RCA methodologies, service stability practices, and ITSM frameworks (e.g., ITIL).
  • Proven experience in proactive and preventive problem management, SIP ownership, and data-driven analysis.
  • Skilled in leading cross-functional teams, managing team expansion, mentoring staff, and building capability maturity.
  • Advanced knowledge of compliance requirements, audit processes, internal controls, and governance frameworks.
  • Proficient in developing management reports, dashboards, trend analysis, and executive-level presentations.
  • Excellent communication, coordination, and stakeholder management skills across technology, business, and leadership groups.
  • Experience with KEDB governance, knowledge management best practices, and quality assurance of RCA documentation.
  • Ability to perform deep-dive root cause analyses and identify systemic issues.
  • Strong decision-making skills, with the ability to prioritize and drive SIP activities.
  • A minimum of 8-10 years of relevant experience in IT Service Management, with a focus on Problem Management.
Applicant Tracking System Keywords

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

Hard Skills & Tools
IT Problem ManagementRCA methodologiesITSM frameworksservice stability practicesdata-driven analysismanagement reportingtrend analysisKEDB governanceknowledge managementquality assurance
Soft Skills
leadershipmentoringcommunicationcoordinationstakeholder managementdecision-makingcross-functional collaborationproblem resolutioncapability maturityprioritization