Project Manager Injaz-TECH-Channels MIT

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

Job Description:

A. End-to-End ATM Estate Ownership

• Own availability, uptime, and performance of ATM/CDM/ITM/Kiosk ecosystem across UAE & IBG

B. 24x7 Monitoring & Incident Command

• Lead centralized monitoring of ATM estate (including switch, ESQ/NCR/Diebold tools, digital camera systems)
• Act as incident commander for P1/P2 outages, ensuring rapid recovery and root cause closure
• Drive RCA discipline and permanent fix implementation, not repeat firefighting

C. Vendor & SLA Governance (Critical Gap in Current JD)

• Own end-to-end vendor performance: FLM / SLM vendors, OEMs (NCR, Diebold, etc.), Monitoring/platform vendors
• Define, track, and enforce SLA/KPI adherence (uptime, response, resolution, replenishment, uptime by location)
• Lead commercial and performance reviews with vendors
• Drive penalties / service improvements where required

D. Change, Release & Deployment Control

• Govern all ATM-related deployments: Software upgrades, Patches, New feature rollouts, Hardware refresh
• Ensure zero-defect releases into production
• Own change risk assessment and rollback strategies

E. Business Continuity, DR & Risk Management

• Own ATM DR strategy and execution: Switch failover, Network resilience, Site-level redundancy
• Ensure periodic DR drills and audit readiness
• Identify and mitigate: Operational risks, Fraud/security risks, Capacity risks

F. Audit, Compliance & Governance

• Ensure closure of: Internal audit findings, Regulatory observations, Security gaps
• Maintain full compliance with CBUAE and internal governance frameworks
• Own documentation, controls, and audit readiness

G. Continuous Improvement & Automation

• Drive automation of: Monitoring, Incident detection, Predictive maintenance
• Improve: Uptime, Cost per ATM, Customer experience
• Introduce AI-driven monitoring / predictive failure models where feasible

H. Stakeholder & Business Alignment

• Act as single point of ownership across: Business (Retail Banking), Technology teams, Vendors & custodians
• Ensure delivery of business requirements within SLA, budget, and risk appetite

Requirements: