Manager – Service Technology, Technology Operations

🕒 September 18

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 15%

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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

• Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains • Own assigned problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, status, and stakeholder updates • Plan and facilitate root cause analysis sessions with technical, operations, business, and vendor teams • Review and challenge root cause analysis submissions to ensure evidence-based root causes distinct from symptoms or contributing factors • Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks • Maintain known errors, workarounds, and KEDB articles to support faster service restoration and prevent repeat incidents • Coordinate permanent fixes through Change and Release Management and verify post-implementation effectiveness • Perform proactive trend analysis to identify emerging risks, weak controls, and candidates for Service Improvement Plans • Prepare reports on problem ageing, RCA compliance, action closure, recurrence, and realized service improvements • Maintain complete, traceable, and audit-ready Problem Management records

🎯 Requirements

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