Manager - Technology Service Management

🔥 2 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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.

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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 conclusions • Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks • Maintain known errors, workarounds, and KEDB articles • Coordinate permanent fixes through Change and Release Management and verify post-implementation effectiveness • Perform proactive trend analysis to identify emerging risks, weak controls, and Service Improvement Plan candidates • Prepare reports on problem ageing, RCA compliance, action closure, recurrence, and realized service improvements • Maintain complete, traceable, and audit-ready Problem Management records • Coordinate investigations across application, infrastructure, operations, cybersecurity, business, and third-party service domains • Support Risk, Compliance, and Audit requests with complete records and evidence • Escalate unresolved ownership, material risks, repeated SLA breaches, and cross-domain blockers to the Head of Problem Management • Reopen or escalate problems when completed actions do not reduce recurrence

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent relevant experience • ITIL Foundation certification is required • Advanced ITIL or recognised RCA certification is preferred • Practical experience managing problem records, facilitating RCA, tracking corrective actions, and maintaining known errors within an ITSM environment • Working knowledge of ITSM practices, including Incident, Change, Release, Knowledge, Service Level, and Continual Improvement Management • Strong analytical capability and proficiency in RCA methods, incident-trend analysis, and evidence-based decision-making • Experience using ITSM platforms, dashboards, and reporting tools to manage workflow, ageing, SLA, recurrence, and action status • Ability to understand application, infrastructure, integration, database, network, and third-party service dependencies at a level sufficient to coordinate investigations • Strong facilitation, stakeholder management, negotiation, and written communication skills • High attention to detail in documentation, evidence management, governance, and audit readiness • Experience in banking, financial services, or another regulated, high-availability environment is preferred • Ability to manage multiple investigations and competing deadlines without direct supervisory responsibility