AVP - Technology

Mashreq; Karachi Division; On-site; PKR 1,800,000 - 3,600,000; Full time

Job summary

Mashreq in Karachi, Pakistan, invites an experienced Technology Operations Leader to oversee Self-Service Channels, ATM systems, and payment platforms, ensuring 24x7 availability and adherence to SLAs across regions.

The role directs project delivery, production support, incident and problem management, risk & security compliance, disaster recovery, and governance, mentoring teams and coordinating with vendors and service partners.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related discipline.
• 12+ years IT experience in production and development support.
• Experience managing Self-Service Channels and Payments tech in 24x7 environment.

Responsibilities

• Ensure high availability and stability of Self-Service Channels, including ATMs, Payment Systems, and related services.
• Meet SLAs for uptime, transaction processing and incident resolution.
• Coordinate 24x7 support across regions and time zones.
• Lead technology projects from initiation through deployment and manage changes.
• Oversee production support, monitoring, testing, and documentation.
• Handle incident, problem, RCA, and management reporting.
• Ensure PCI DSS, information security, and regulatory compliance.
• Plan DR/BC readiness and maintain runbooks and disaster procedures.
• Provide technical leadership and mentor distributed teams; manage vendors/partners.

Skills

Self-Service Channels

ATM Systems

Kiosk Solutions

Channel Applications

Payment Systems

Card Processing

Switching

Acquiring

Issuing

Settlement

E-Commerce

Digital Payments

Transaction Processing

Education

Bachelor's Degree in Computer Science / IT / Engineering

Job description

• Ensure high availability and stability of Self-Service Channels, including:
• ATMs
• Payment Systems
• Meet agreed Service Level Agreements (SLAs) for uptime, transaction processing, and incident resolution.
• Minimize service disruptions and ensure timely restoration of services.
• Ensure continuous 24x7 support coverage across multiple regions and time zones.
• Manage operational and business stakeholders across UAE and international locations.

Project & Change Delivery

• Lead technology projects, system upgrades, and enhancement initiatives from initiation through deployment.
• Deliver projects within agreed timelines, budgets, and quality parameters.
• Manage change requests, releases, and deployments while minimizing business impact.
• Coordinate with offshore and internal teams for development and support activities.
• Plan and oversee system testing, ensuring solution quality and stability.

Production Support & Monitoring

• Ensure all servers and infrastructure components are patched and maintained.
• Monitor server health, application performance, and transaction processing systems.
• Support analysis, design, implementation, testing, documentation, and maintenance activities.
• Improve application availability, maintainability, performance, and scalability.
• Maintain process documentation and operational runbooks.

Incident & Problem Management

• Perform incident analysis and identify recurring service degradation trends.
• Lead Root Cause Analysis (RCA) investigations and drive corrective actions.
• Prepare incident and service reports for management and stakeholders.
• Ensure effective execution of:
• Change Management
• Release Management processes

Risk, Security & Compliance

• Support internal and external audit activities.
• Ensure compliance with PCI DSS, Information Security, and regulatory standards.
• Address audit and security findings within agreed timelines.
• Ensure systems and environments comply with established security baselines.

Disaster Recovery & Business Continuity

• Ensure Disaster Recovery (DR) environments remain synchronized and available.
• Maintain recovery procedures and operational documentation.
• Conduct DR readiness reviews and support business continuity requirements.

Stakeholder & Team Leadership

• Coordinate with business units and technology teams to document and sign off requirements.
• Support the preparation of:
• Business Requirement Documents (BRD)
• System Requirement Specifications (SRS)
• Provide technical leadership, mentoring, and guidance to IT teams.
• Manage cross-functional teams, vendors, and service partners.

Knowledge, Skills & Experience:

Technical Expertise

Strong knowledge of:

• Self-Service Channels
• ATM Systems
• Kiosk Solutions
• Channel Applications
• Payment Systems
• Card Transaction Processing
• Switching
• Acquiring
• Issuing
• Settlement Processes
• Experience with:
• E-Commerce Platforms
• Digital Payments
• Transaction Processing Systems

Banking & Payments Domain Knowledge

Strong understanding of:

• Retail Banking Operations
• Cards & Payments
• Digital Banking Services
• Customer Channels
• Experience working with payment schemes and network associations such as:
• Visa
• Mastercard
• JCB
• American Express (Amex)
• Diners Club

Technology & Architecture

Understanding of:

• APIs
• Middleware
• System Integrations
• Enterprise Transaction Platforms
• Experience in mission-critical production support environments.
• Ability to review and improve application code, configurations, and documentation.

Governance & Service Management

Knowledge of:

• IT Governance
• Information Security
• Regulatory Compliance
• Strong understanding of:
• Change Management
• Release Management
• Strong stakeholder management and communication skills.
• Ability to lead geographically distributed teams.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple projects and competing priorities.
• Excellent documentation, reporting, and presentation skills.

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Relevant certifications in IT Service Management, Payments, Information Security, or Project Management will be an added advantage.

Experience:

• 12+ years of relevant IT experience, including production and development support.
• Extensive experience managing Self-Service Channels and Payments Technology environments.
• Proven track record leading critical banking technology operations in a 24x7 production environment.
• Experience delivering technology transformation projects, application upgrades, and platform enhancements.
• Hands-on experience in ATM, POS, E-Commerce, and Digital Payments environments.