Senior Manager - Technology Operations-Service Management (Mashreq Global Network Pakistan)

Mashreq; Pakistan; On-site; PKR 1,800,000 - 2,600,000; Full time

Job summary

Mashreq is seeking an experienced Incident Manager to lead 24x7 incident management in a Banking IT service environment. You will enforce ITIL processes, classify severities, and coordinate with technical teams to drive rapid resolution while minimizing business impact.

You will communicate effectively with technology and business stakeholders, document events, and contribute to continuous improvement through proactive problem management and quality handovers.

Qualifications

• ITIL certification is preferred.
• Experience in incident management, preferably in high-availability environments.
• Strong problem-solving and communication skills required.

Responsibilities

• Manage incidents in a 24x7 shift with ITIL-aligned processes.
• Coordinate with technical teams to ensure rapid incident resolution and proper escalation.
• Provide timely updates to stakeholders and maintain incident documentation.
• Collaborate with Change and Problem Management to identify continual improvement opportunities.
• Maintain data quality and handovers, ensuring knowledge sharing across teams.

Skills

ITIL

Incident management

Banking industry experience

Communication

Problem solving

24x7 shift

Stakeholder management

Education

ITIL Certification

Bachelor’s degree in IT/Computer Science

Job description

We are 24 x 7 technology service management operation unit of the Bank. We are focused on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience.

We support several business groups and operation units with varied applications usage patterns that are built on multiple technology stacks. These services/applications are created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and also on-prem data centers across our operational geographies including UAE, Egypt, UK, USA, HK, India and other international locations.

As an Incident manager in Service Management, you will be responsible for managing Incident as per ITIL process in 24X7 roaster. Take actions to identify opportunities to improve process controls and simplify processes. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster resolution of the incidents, maintaining data quality of documenting events.

Key Result Areas

• Effective management of Incidents in 24X7 Shift.
• Manage the complete lifecycle of incidents, ensuring resolution within defined SLAs while maintaining service quality and minimizing business impact.
• Act as the primary point of contact for incidents occurring during assigned 24/7 shifts
• Prioritize, coordinate, and drive incident resolution with technical teams, ensuring adherence to established processes.
• Take actions to proactively identify issues working with Command Center.
• Facilitate collaboration with Change and Problem Management teams and other ITIL functions.
• Monitor incident queues, ensuring proper categorization, prioritization, and documentation of events and resolution.
• Provide timely updates to stakeholders during incidents and ensure clear communication of resolution timelines and progress.
• Ensures quality handovers, knowledge sharing, and maintaining appropriate documentation.
• Provide inputs to Problem Management and participate in continuous improvement

Knowledge, Skills and Experience

• The incumbent should be self-driven with 10+ experience in service management, managing Incident in 24X7 roaster, preferably from Banking Industry.
• Strong understanding of ITIL processes, with ITIL certification preferred.
• Proven experience in incident management, particularly in high-availability environments.
• Excellent problem-solving, coordination, and communication skills.
• Ability to work under pressure and manage critical incidents effectively.
• Flexibility to work in a 24/7 shift environment, including weekends and holidays, as per business needs.
• Understanding relevant industry standards and practices is desirable
• Significant incident management experience in in large, complex, multi-functional environments.
• Prior meaningful technology and business/industry work experience including experience in Incident management.
• Knowledge & experience in Proactive incident management will be desirable.
• Knowledge of financial industry standards and business practices.
• Ability to build positive relationships with colleagues, business, and technology partners.
• Basic understanding of Infrastructure and Application architecture
• The candidate must be able to multitask, handle changing priorities and work independently in managing Incidents