AVP, Technology Operations

Mashreq

Senior Manager in Service Management responsible for managing Incident and Problem ITIL processes. Key role in driving service improvements and supporting team objectives within a banking environment.

Posted 6/15/2026full-timeRemote • 🇮🇳 IndiaLeadWebsite

About the role

Key responsibilities & impact

Manage Incident and Problem ITIL processes.
Identify opportunities to improve process controls and simplify process.
Track technology incidents across the organization and drive reduction in incident counts.
Ensure right severity classification of incidents, appropriate communications to stakeholders.
Define process KPIs and develop MIS dashboards.
Provide support to team in achieving department’s goals aligned to company’s strategic direction.
Educate stakeholders about the Incident and Problem Management process.
Establish feedback system for opportunities for improvement.
Produce interactive dashboards and presentations for stakeholders.

Requirements

What you’ll need

12+ experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry.
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.

Benefits

Comp & perks

Health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITIL processesIncident managementProblem managementService managementKPI definitionManagement Information SystemProactive incident managementAgile developmentScrumKanban

Soft Skills

LeadershipCommunicationRelationship buildingMultitaskingAdaptabilityTeam supportStakeholder educationFeedback system establishmentProcess improvementStrategic alignment