Senior Tech Service Manager – 24x7 ITIL & Automation

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

Job summary

Mashreq Careers is seeking an Incident Manager to lead incident response within a 24x7 service management framework. The role emphasizes ITIL-aligned processes, proactive problem identification, and continuous improvement of service controls to minimize disruption to staff and customers.

You will coordinate with technology teams and business stakeholders, ensuring accurate classification and swift resolution of incidents while maintaining detailed event documentation to support service quality

Qualifications

• Experience in IT service management and incident handling.
• Familiarity with ITIL processes and service desk concepts.
• Ability to work in a 24x7 operations environment.

Responsibilities

• Manage incidents following ITIL processes in a 24x7 roaster.
• Ensure proper severity classification and timely communications to tech and business stakeholders.
• Drive faster resolution by coordinating cross-functional teams and documenting events with high data quality.

Job description

Mashreq Careers is seeking an Incident Manager to lead incident response within a 24x7 service management framework. The role emphasizes ITIL-aligned processes, proactive problem identification, and continuous improvement of service controls to minimize disruption to staff and customers.

You will coordinate with technology teams and business stakeholders, ensuring accurate classification and swift resolution of incidents while maintaining detailed event documentation to support service quality