AVP - Technology

Mashreq; Karachi Division; On-site; PKR 41,667,000 - 58,333,000; Full time

Job summary

Mashreq is seeking an experienced IT Operations leader to ensure the high availability and stability of Self-Service Channels such as ATMs, CDMs, kiosks and payment systems. You will drive delivery of technology projects, upgrades and enhancements while managing 24x7 support across multiple regions and time zones.

The role requires 15-18+ years in IT with production and development support, strong knowledge of banking channels, payment networks and regulatory compliance, and proven ability to

Qualifications

• 15-18+ years of IT experience with production and development support.
• Strong knowledge of Self-Service Channels (ATMs, CDMs, Kiosks) and related applications.
• Understanding of Payment Systems, card processing, switching, acquiring, and issuing.
• Experience in Retail Banking operations, Cards, Channels, and Digital Banking services.
• Familiar with APIs, middleware, and transaction processing platforms.
• Knowledge of IT governance, Information Security, Risk Management, and regulatory compliance.
• Experience delivering technology projects, system upgrades, and enhancements.
• Proven production support, incident management, and 24x7 service delivery.
• Knowledge of Incident, Problem, Change, and Release Management.
• Ability to read and improve program code and system documentation.
• Strong verbal and written communication for system docs.
• Ability to multi-task in dynamic environments with multiple deadlines.
• Experience with ATM/POS/E-commerce payments and payment networks (Visa, Mastercard, etc).

Responsibilities

• Ensure high availability and stability of Self-Service Channels, including ATMs, CDMs, Kiosks, and Payment Systems.
• Meet SLAs for system uptime, transaction processing, and issue resolution.
• Minimize service disruptions and ensure timely restoration of services.
• Lead delivery of technology projects, upgrades, and enhancements.
• Ensure 24x7 support across regions and time zones.
• Ensure projects delivered on time, within budget, and in compliance with quality standards.
• Manage change requests and releases with minimal impact on business operations.
• Support audit, security and PCI DSS activities and address findings.
• Ensure servers are patched up to date.
• Execute analysis, design, implementation, testing, documentation and maintenance tasks.
• Coordinate between IT and enabling unit teams to prepare SRS against BRD and coordinate offshore resourcing for development deliverables and support activities.
• Planning and ensure adequate testing to verify application functionality and identify adverse effects from enhancements or configuration change.
• Ensure UAT cases signed off prior to production.
• Prepare and maintain process documentation.
• Assist efforts to improve maintainability, uptime and performance of transactional and workflow applications.
• Perform call analysis to identify root cause of reoccurring service degradation issues.
• Perform incident reporting and engage stakeholders to conclude RCA with recommendations and actions.
• Ensure DR environments are synchronized and documented.

Skills

Self-Service Channels

ATM/CDM/Kiosk

Payment Systems

Card Transactions

APIs & Middleware

Regulatory Compliance

IT Governance & Security

Incident Management

24x7 Support

Communication

Project Delivery

Change & Release Management

Education

Computer Science degree or equivalent

Job description

• Ensure high availability and stability of Self-Service Channels, including ATMs, CDMs, Kiosks, and Payment Systems.
• Meet agreed service levels (SLAs) for system uptime, transaction processing, and issue resolution.
• Minimize service disruptions and ensure timely restoration of services.
• Manage mulitple operations and business stakeholdera in UAE and other International regions.
• Lead the successful delivery of technology projects, application upgrades, and enhancement initiatives.
• Ensure continuous 24x7 support coverage across multiple regions and time zones to maintain service availability and operational stability.
• Ensure projects are delivered on time, within budget, and in compliance with quality standards.
• Manage change requests and releases with minimal impact on business operations.
• Support audit, security, PCI DSS activities and address findings within agreed timelines.
• Ensure the servers are patched up to date.
• Execution of analysis, design, implementation, testing, documentation and maintenance tasks as part of ongoing operational and strategic initiatives.
• Co-ordinate between information technology and enabling unit teams to prepare and sign-off SRS against business requirements (BRD) & Co-ordinate resourcing with off-shore team for development deliverables and support activities.

Planning and ensure adequate testing to verify application functionality and identify adverse effects from enhancements or configuration change.

• Ensure User Acceptance Test (UAT) cases are signed off prior to change movement to production.
• Prepare and maintain process documentation.

• Assist efforts to improve maintainability, uptime and performance of transactional and workflow line of business applications.
• Perform call analysis to identify root cause of reoccurring service degradation issues.
• Perform incident reporting and engage stakeholders to conclude Root Cause Analysis (RCA), including recommendations and plan for agreed action.
• Ensure systems (hardware and software) in all environments meet security baseline standards.
• Provides technical guidance, information and instruction to other IT staff requiring broader subject knowledge.
• Ensure Disaster Recovery (DR) environments are synchronized and available with maintained unit level recovery documentation.

Knowledge, Skills, Qualification and Experience

• 15-18+ Years of relevant experience in IT with production and development support experience.
• Strong knowledge of Self-Service Channels, including ATMs, CDMs, Kiosks, and related channel applications.
• Sound understanding of Payment Systems, card transaction processing, switching, acquiring, and issuing processes.
• Knowledge of Retail Banking operations, Cards, Channels, and Digital Banking services.
• Understanding of system integration, APIs, middleware, and transaction processing platforms.
• Familiarity with IT governance, Information Security, Risk Management, and regulatory compliance requirements.
• Experience in delivering technology projects, system upgrades, and application enhancements.
• Demonstrated expertise in managing production support, incident management, and service delivery in a 24x7 banking environment.
• Good understanding of Incident, Problem, Change, and Release Management processes.
• Ability to review, understand and improve program code and system documentation.
• Good verbal and written communication including ability to prepare system documentation.
• Ability to multi-task in a dynamic work environment.
• Ability to work on multiple projects with multiple deadlines
• Ability to communicate clearly with business users and project manager
• Working Experience in ATM, POS, E-COM, Digital payments environment.
• Working experience with Payment network associations, viz Visa, Mastercard, JCB, Amex, Diners.
• Computer Science degree or equivalent Qualification