ATM Estate Program Manager & Incident Lead

Mashreq; Dubai; On-site; AED 280,000 - 420,000; Full time

Job summary

Mashreq is seeking a senior ATM estate leader responsible for end-to-end ownership of the ATM/CDM/ITM/Kiosk estate across the UAE. You will oversee 24x7 monitoring, incident command, and drive permanent fixes with a focus on uptime and reliability.

You will govern vendors, SLAs, change deployment, and risk management while coordinating with business and technology teams to ensure compliant, resilient operations.

Qualifications

• Experience owning large ATM/CDM/ITM/Kiosk estates and ensuring availability.
• Proven ability to monitor, detect incidents and drive rapid resolution.
• Experience with vendor management and SLA enforcement.
• Experience governing software/hardware deployments and changes.
• Knowledge of business continuity, DR planning, and risk management.
• Familiarity with audit, regulatory requirements, and governance.
• Ability to drive automation and AI-driven monitoring initiatives.
• Strong cross-functional stakeholder management across business and tech teams.

Responsibilities

• Own ATM estate availability, uptime, and performance across UAE & IBG.
• Lead centralized 24x7 monitoring and act as incident commander for outages.
• Drive root cause analysis and permanent fixes, not just firefighting.
• Define and enforce SLA/KPI with vendors; conduct performance reviews.
• Govern changes, releases, patches, and hardware refreshes for ATM fleet.
• Own business continuity, DR strategies, and site redundancy.
• Ensure audit findings and security gaps are closed and documented.
• Drive automation of monitoring and predictive maintenance.
• Align stakeholders across Retail Banking, Technology, and vendors.

Skills

ATM estate ownership

24x7 monitoring

Vendor governance

Change, release & deployment control

Business continuity & DR

Audit, compliance & governance

Continuous improvement & automation

Stakeholder alignment

Tools

NCR tools

Diebold tools

Monitoring platforms

Job description

Mashreq is seeking a senior ATM estate leader responsible for end-to-end ownership of the ATM/CDM/ITM/Kiosk estate across the UAE. You will oversee 24x7 monitoring, incident command, and drive permanent fixes with a focus on uptime and reliability.

You will govern vendors, SLAs, change deployment, and risk management while coordinating with business and technology teams to ensure compliant, resilient operations.