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We are Mashreq - Inspiring you to Rise Every Day
Senior Manager – Technology, Service Management
Location
Pakistan
Posted
105 days ago
Salary
0
Seniority
Senior
Job Description
Senior Manager – Technology, Service Management
Mashreq
• 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.
Job 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)
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