AVP, Technology Operations

Job not on LinkedIn

🕒 June 30

🇮🇳 India – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 46%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Mashreq

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1967

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

Mashreq is a leading financial institution based in the UAE, offering a wide range of banking services including personal, corporate, and investment banking. The bank focuses on providing innovative financial solutions to its customers and has a strong digital banking presence.

📋 Description

• Manage Incident and Problem ITIL processes • Identify opportunities to improve process controls and simplify processes • Track technology incidents across the organization and drive reductions in incident counts through reactive and proactive approaches • Ensure correct incident severity classification, stakeholder communications, and faster incident resolution • Work with Customer Experience, Command Center, and Service Desk teams to proactively identify customer and employee issues and drive improvements • Define process KPIs and develop MIS dashboards with the MIS team • Drive thematic service improvements based on KPI trends • Drive effective problem management practices to address root and contributory causes of incidents • Coach and mentor the team, align objectives with departmental and company strategy, and support learning and development needs • Manage 24x7 incident management, including recording, prioritizing, categorizing, communicating, escalating, and driving incidents to resolution • Take charge of major incident calls • Improve monitoring with the Command Center and proactively detect service issues through CRM dashboards and service-ticket analysis • Educate stakeholders on Incident and Problem Management processes and establish feedback systems • Proactively manage process risks and address internal and external audit observations within stipulated timelines • Produce interactive dashboards and presentations for stakeholders, including senior executives • Clarify team deliverables, identify development needs, conduct regular check-ins, and ensure mandatory learning and annual leave compliance • Prioritize work according to business criticality and complete assigned tasks within timelines • Analyze issues, prepare service improvement plans with measurable outcomes, and work with SMEs to close gaps • Identify redundant manual effort and drive automation • Prepare periodic management reports • Report directly to the Head of Incident Management

🎯 Requirements

• 12+ years of experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry • Understanding of relevant industry standards and practices is desirable • Significant experience leading support for large, complex, multi-functional environments • Meaningful technology and business/industry work experience, including Incident and Problem Management • Experience driving service improvements based on incident trends and themes • Knowledge and experience in proactive incident management is desirable • Demonstrable experience attracting, hiring, retaining, and leading process and engineering talent • Experience with Scrum, Kanban, or other Agile development techniques is 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 IaaS, PaaS, SaaS, and FaaS service offerings • Experience establishing Management Information Systems and defining KPIs • Ability to multitask, handle changing priorities, and work independently in a fast-changing environment