Senior Manager - Technology - Service Management.MGN Pak - TECH - Service Management.MIT-MGNPAK

Mashreq; Karachi Division; Presencial; PKR 1.800.000 - 2.400.000; Jornada completa

Descripción de la vacante

Mashreq is seeking an Incident Manager within our 24x7 Service Management unit to oversee ITIL-based incident handling, classification and escalation across multiple tech stacks and locations. You will work with technology teams and business stakeholders to drive faster incident resolution and maintain data quality.

This role focuses on incident governance, driving process improvements, simplifying controls and ensuring clear, timely communications.

Formación

• ITIL knowledge or IT service management awareness

Responsabilidades

• Oversee ITIL-based incident handling, classification and escalation in a 24x7 environment across multiple tech stacks and locations.
• Coordinate with technology teams and business stakeholders to drive faster incident resolution and maintain data quality.

Descripción del empleo

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.