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Mashreq

We are Mashreq - Inspiring you to Rise Every Day

Senior Manager – Technology, Service Management

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 1967H1B No SponsorCompany SiteLinkedIn

Location

Pakistan

Posted

105 days ago

Salary

0

Seniority

Senior

10 yrs expEnglish

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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