AVP – Service Management
Finclude
Karachi, SD, pk
5d ago

Job Description

  • We are a 24 x 7 service management operation unit, where we focus on the performance of our business applications and our customer'
  • s experience with a technology lens.

    We support several business groups and operation units with varied applications usage patterns that are built on multiple technology stacks including react, .

    net, java, springboot, Redis and others. These services / applications are created via traditional, scrum and agile development methodologies, hosted and managed in hybrid data centres across our operational geographies including UAE, Egypt, UK, USA, HK, India and other international locations.

    As AVP of Service Management Operations, in our fast-paced leadership team, you will be encouraged to provide ideas for process improvements, automation opportunities and help us to figure out what is meaningful to action on to ensure we are detecting and preventing impacts to our colleagues and customers before they occur.

    As a leader, coach and mentor, you will provide your team with direction on company goals, departmental goals and individual support with their career development goals.

    This critical leadership role will report directly to the Vice President of Service Management Operations.

    Key Result Areas :

  • Ensure stakeholder engagement is adequately governed, with periodic reviews and escalations
  • Drive continuous improvement in Service management operations through enabling engineering methodologies, resulting in high availability.
  • Ensure system of record is the data source for strategic decisions and prioritization.
  • Collaborate with development partners to ensure frictionless changes are implemented to both production and disaster recovery environments.
  • Ensure all critical changes are tested and in compliance with ITSM and Service Assurance methodologies.

  • Drive fact-based impact analysis to manage major incidents.
  • Seek continuous improvement in mean time to resolve, identity, and alert support teams to manage services, leading to superior customer services.
  • Lead team in understanding predictive analytics and is passionate about providing customers with outstanding customer service.
  • Partners with the business and development teams on prioritizing the right problems to solve.
  • Develop strong working relationships with all levels of the organization, including our executive leaders in technology, operations, business partners, and development leaders in order to achieve results and enact wide-scale impact across the organization.
  • Collaborate with vendor resource and third-party supplier partners to optimize day-to-day operations. Ensure the right work is assigned to the right team, resulting in efficient performance, quality and availability of applications and technology platforms.
  • Lead cross -platform, -technology and -department efforts to ensure alignment towards a single goal of customer journey / experience-based service support.
  • Combine technical expertise with a foundation in systematic and rational root cause analysis to drive opportunities to make things faster and better.
  • Operating Environment, Framework and Boundaries, Working Relationships

  • Role requires an in-depth understanding of technology and systems infrastructure and a good understanding of information risk management principles and concepts.
  • Work with business & technology partners to investigate and resolve control incidents or violations that may arise.
  • Drive and work with multiple business IT units across Mashreq Bank (especially International Business Group) for defining, standardizing and implementing robust IT risk management framework and control processes example change management, IT Operations management, SLA management, quality management, IT requirements management, stakeholder management, IT strategy management, disaster management, etc.
  • Effective engagement with external consulting organizations (including Big 4 and other key vendors) and internal key stakeholders (including Group Heads, Divisional Heads, IBG O&T Head, IBG Country Heads, ISG Head, ORM Head) across Mashreq Bank for end to end driving of Service management related projects and related initiatives
  • RCAs, 5W+1H and PDCA process to be followed for incidents
  • Mashreq Bank & ensure execution of the same is being adhered to.
  • Improve & maintain adequate & effective controls across respective technology units and ensure risk mitigates are built around processes.
  • Conduct reviews of respective technology products and services to identify gaps as per plan
  • Collaborate with Legal, Human Resources, Compliance and IS Compliance function leaders to stay abreast of regulatory changes
  • Problem Solving

  • C omfortable with articulating security related concepts to a broad range of technical and non-technical staff, including executive management
  • Proficient risk assessment, interpretation, analytical and negotiation skills.
  • Ensure Incident, Problem, Change management process
  • Compliance to General Information Technology Controls
  • Ensure Information Technology Application RCAs, 5W+!H, and PDCA process
  • Ensure Technology Compliance
  • Decision Making Authority & Responsibility

  • Responsible for Service Management process
  • Effective use of controls and monitor risk for the Technology
  • Highlight any risk affecting workplace deliverables
  • Requirements

    Knowledge, Skills and Experience

  • Requires 15+ experience in service management operations.
  • Significant experience in leading support for large, complex, multi-functional environments.
  • Experience in a broad variety of software development and operations technologies such as .Net, Java, Client Server, Middleware, Virtualization, Load Balancing, Containers, JVM’s, Web Servers, Debugging, Queueing technologies, Caching technologies, Databases, Routing and Switching, etc.
  • Prior meaningful technology and business / industry work experience including experience in architecture design and deployment, systems life cycle management, infrastructure planning and operations.
  • Demonstrable experience attracting, hiring, retaining and leading top SRE and Ops engineering talent.
  • Experience with Scrum, Kanban, or other Agile development techniques.
  • Knowledge of financial industry standards and business practices.
  • Ability to build positive relationships with your team, business and technology partners.
  • Understanding of multi-tier application architectures and support of service virtualization, API based data journeys and private / public cloud-based environments.
  • Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS) and function (FaaS) service offerings.
  • Understanding monitoring and logging technologies, including complete event driven ecosystems and time-series or machine-learning concepts from a product owner and customer experience viewpoint.
  • Comprehensive theoretical and practical understanding of support-based self-healing and first touch response process and technologies.
  • ITIL and SDLC knowledge

    Behavioral Competency :

    Level (1-4)

    1-Basic 4- Sr. Managerial)

    Commitment to Result

    Adaptability and innovation

    Leadership

    Interpersonal relationships

    Requirements

    Knowledge, Skills and Experience Requires 15+ experience in service management operations. Significant experience in leading support for large, complex, multi-functional environments.

    Experience in a broad variety of software development and operations technologies such as .Net, Java, Client Server, Middleware, Virtualization, Load Balancing, Containers, JVM’s, Web Servers, Debugging, Queueing technologies, Caching technologies, Databases, Routing and Switching, etc.

    Prior meaningful technology and business / industry work experience including experience in architecture design and deployment, systems life cycle management, infrastructure planning and operations.

    Demonstrable experience attracting, hiring, retaining and leading top SRE and Ops engineering talent. Experience with Scrum, Kanban, or other Agile development techniques.

    Knowledge of financial industry standards and business practices. Ability to build positive relationships with your team, business and technology partners.

    Understanding of multi-tier application architectures and support of service virtualization, API based data journeys and private / public cloud-based environments.

    Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS) and function (FaaS) service offerings. Understanding monitoring and logging technologies, including complete event driven ecosystems and time-series or machine-learning concepts from a product owner and customer experience viewpoint.

    Comprehensive theoretical and practical understanding of support-based self-healing and first touch response process and technologies.

    ITIL and SDLC knowledge Behavioral Competency : COMPETENCY Level (1-4) (1-Basic 4- Sr. Managerial) Commercial Awareness 2 Commitment to Result 3 Adaptability and innovation 3 Leadership 3 Interpersonal relationships 3

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