Mashreq

Robotics

• Designs and delivers end‑to‑end AI/ML/GenAI solutions, including model development, deployment, and production‑grade implementation.
• Builds scalable backend services and APIs using Flask/FastAPI with cloud‑native deployment on Azure (DevOps, AKS, Cognitive Services).
• Leads PoCs and innovation initiatives, experimenting with GenAI, Agentic AI, NLP, CV, OCR, and emerging open‑source frameworks.
• Manages AI project lifecycle and teams, overseeing development, resolving model/system issues, and mentoring junior engineers.
• Take end‑to‑end ownership of the AI based system application’s production support, ensuring system stability, uptime, and reliability.
• Lead and monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
• Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.
• Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
• Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
• Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.
• Lead and collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.

Assistant Manager – Technology, BPM, RPA

Customer Support

• Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
• Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
• Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
• Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
• Ability to clearly identify Root Cause and propose process improvements
• Timely logging of all queries in CRM

Customer Service Manager, Client Experience and Conduct Group

Manager

• Provide technical expertise and thought leadership in effective customization development
• Deliver services within agreed timeframe, budget parameters and performance targets
• Participate in audit and other compliance activities
• Ensure User Acceptance Test (UAT) cases are signed off prior to change movement to production

Senior Manager – Technology

Operations

• Requirement gathering
• Requirement analysis
• Functional specifications and review
• Test Scope Identification
• Test Case Review
• Product Walk Through
• Drive Proof of Concept (POC) and Proof of Technology (POT) evaluation on interoperable technology platforms
• Serving as a tech squad lead for the Compliance and Treasury business teams, translating complex requirements into scalable technical solutions
• Providing solution to business functional requirements and managing end-to-end delivery for the bank
• Leading the full SDLC for RPA (Digital Workers), Velocity and AI-driven initiatives from initial discovery through to deployment
• Conducting deep-dive requirement gathering sessions with stakeholders to bridge the gap between business needs and technical specifications
• Managing the end-to-end vendor lifecycle, including drafting Request for Proposals (RFPs), evaluating project costs, and overseeing the onboarding of external technical talent
• Timely reporting to Technology and Business leadership on the status of the deliveries
• Involvement in Internal Audits for applications with the IAG team

Manager – Technology, IBG & Ops – IBG and Automation

• facilitate complete life cycle of software delivery activities

Senior Manager – Technology Platforms & Middleware

• 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.

AVP, Technology Operations

Vice President

• Lead OBPM deployments for the bank
• Participate in ongoing core banking transformation, bridging business & tech
• Manage lifecycle from requirements to go-live
• Oversee testing (SIT/UAT), cutovers, and data migration
• Interface with business leaders, IT, vendors, and external partners

VP, OBPM Platform – Payment Gateways

• Responsible for managing and leading the production support and delivery of the payment applications.
• Deliver information technology solutions to fulfill business and functional requirements.
• Responsible for the conversion of business requirements to technical specifications, delivery and post implementation maintenance activities.
• Ensure 100% system availability and provide solutions as per defined SLA.
• Requirement gathering, Functional specification and review, Project Plan, Testing plan, product walkthrough and implementation.
• Interaction with business users, vendors, Technology stakeholders, periodic status updates and people management including mentoring the team.
• Manage a diversified team of professionals who are responsible for payment applications support and delivery.
• Effectively manage vendors responsible for application stability.
• Achieve agreed SLA.
• Provide functional/technical expertise and recommendations in the assessment of issues and initiatives to support and enhance systems.
• Review and evaluate business requirements to provide recommended solutions.
• Present technical solutions in Probe meetings Prepare/verify production transfer documentation.
• Align IT strategy with business strategy.
• Co-ordinate with members and other functional teams and provide oversight for deliverables from offshore.
• Work with team members participating in shadowing and training activities.
• Adhere to information controls and security frameworks/procedures, including change and incident management process.
• Provide general administrative support to the team, including meetings, knowledge transfer and activity reporting.
• Investigate and understand the cause of defects raised.
• Interpret, understand, and resolve user support issues.
• Recommend solutions to system or process obstacles.

Senior Manager – Technology, Payments

DevOps Engineer

• Collaborate with engineering, operations, and other stakeholders to understand enterprise architecture, monitoring requirements & performance goals.
• Identify and define key performance indicators (KPIs) metrics, diagnose issues, and proactively identify areas for optimization.
• Develop and implement observability frameworks, tools, and processes to enable comprehensive monitoring, logging, and tracing of systems and applications.
• Ensure the availability, scalability, and reliability of infrastructure and deployment environments.
• Implement and manage monitoring and observability tools (AppDynamics/DataDog/Splunk/ELK/Sentry etc) to gain insights into system performance and health.
• Provide timely and accurate reports on application performance, highlighting key insights and trends.
• Collaborate with digital squads to implement performance improvements, including code optimizations and infrastructure adjustments.
• Offer guidance and training to end-users and internal teams on best practices for APM and optimizing application performance.

Manager – Technology, SRE, DevOps

Customer Success Manager

• The Digital Customer Engagement Manager will be a key player in our Retail Banking division.
• They will ensure active NEO usage by existing customers, covering logins, transactions, investments, and more.
• Additionally, they will cross-sell various products and collaborate with teams to enhance customer engagement and revenue growth.
• This role requires a strategic mindset and the ability to lead cross-functional initiatives.

Digital Customer Engagement Manager, Retail Banking

Scrum Master

• The Agile Coach is responsible for driving the adoption and maturity of Agile practices across digital and non-digital business units and cross functional support teams with Mashreq.
• This role acts as both a strategic enabler and hands-on practitioner, ensuring teams, products owners, leaders, and scrum masters embrace agile ways of working that balance speed, innovation, and compliance in a regulated environment.
• By embedding structured governance, conducting enterprise agile maturity assessments, and coaching across all levels of the organization, the Agile Coach helps establish a culture of customer-centricity, transparency, and continuous improvement.
• Operating as a trusted advisor, the Agile Coach partners with division heads and department heads to ensure agile transformation aligns with the Mashreq’s regulatory obligations, strategic priorities, digital and agile transformation agenda.

AVP, Agile Coach – Client Experience and Conduct – Lean

• Lead and manage a team of technology professionals, providing guidance and support.
• Ensure efficient and secure technology operations within the banking environment.
• Oversee the implementation and support of trade finance systems, utilizing Oracle Digital Banking platform.
• Manage production application support, following ITIL processes for incident, change, and problem management.
• Monitor and manage a large infrastructure inventory, including servers in cloud and non-cloud environments.
• Identify and address security vulnerabilities in applications and infrastructure components.
• Possess hands-on expertise in Database - SQL PLSQL, JAVA - J2EE, and Microservices.
• Demonstrate a good understanding of Weblogic and Oracle technologies.
• Collaborate with cross-functional teams to ensure seamless technology integration.

Technology Manager

• Implement and support Oracle Flexcube.
• Manage a team for Production Application Support using ITIL processes.
• Monitor large infrastructure inventory (20+ servers).
• Fix security vulnerabilities for applications and infrastructure.
• Work with databases and technologies like SQL PLSQL, JAVA - J2EE, Microservices.
• Oversee Weblogic and Oracle knowledge.

Assistant Manager – Technology

Account Manager

• Assist in the financial analysis, credit risk assessment, risk rating and structuring of facilities for assigned corporate relationships
• Review with the CIBG Relationship Teams/WRM, deals, facility structures, credit products / services, and provide business solutions which meet business and customer requirements within credit and operational risk guidelines and policies.
• Quick and timely turnaround of CPs while maintaining quality of analysis.
• Ensure terms laid out in the proposal are in line with client expectations to avoid significant deviations in the approved terms.
• Monitoring mechanisms laid out in Lending Guideline and Credit Policy to be followed up with Credit Control Unit for strict adherence
• Ensure review of all Early Alert instances and promptly bring to the attention of Direct Supervisor
• Analytical thinking, up to date on Macro Economic trends influencing the Industry
• Thorough understanding of Mashreqbank’s policies and procedures in addition to regulatory, operational and compliance requirements.
• Clear understanding of business transactions and relationship requirements with close coordination with the relationship team and WRM, without losing focus on risk, regulations and control issues.
• Regulatory, operational, compliance and AML requirements would require thorough understanding of local banking practices.

Credit Relationship Manager – TC Portfolio Management & Monitoring

• Lead and manage a team of technology professionals, ensuring efficient issue resolution and customer satisfaction.
• Partner with GTB Product Owners and Business Analysts to address customer complaints and provide timely solutions.
• Analyze system issues, participate in root cause analysis, and prioritize issues for resolution.
• Perform deployments, measure impacts, and coordinate with vendors for defect resolution.
• Support all testing phases, including SIT, regressions, and performance tuning, ensuring a robust and stable system.
• Conduct impact assessments for change requests and facilitate production deployments.
• Manage and track system performance, participating in process optimization initiatives.
• Ensure technology projects adhere to ISG, technology architecture, and hardware sizing standards, meeting all audit controls.
• Stay updated with the latest technology trends and provide innovative solutions to business challenges.