Manager- Technology Service Management

Mashreq
Bengaluru
Workplace: RemoteFull timeFunction: Communications, PR & CommunityEducation: bachelorsSkills: ["Analytical capability","Evidence-based decision-making","Facilitation","Stakeholder management","Written communication","Attention to detail","Documentation"]

Manage the end-to-end Problem Management lifecycle for a portfolio of technology problem records in a regulated banking environment. Lead and challenge root cause analysis (RCA), maintain known-error documentation (KEDB), and define corrective and preventive actions with tracked timelines. Coordinate across incident, change/release, operations, business, and vendors to implement permanent fixes and verify reduced recurrence and service risk, while keeping audit-ready records and clear trend reporting.

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FursaFursa
Mashreq
Mashreq
1 day ago

Manager- Technology Service Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Manage the end-to-end Problem Management lifecycle for a portfolio of technology problem records in a regulated banking environment. Lead and challenge root cause analysis (RCA), maintain known-error documentation (KEDB), and define corrective and preventive actions with tracked timelines. Coordinate across incident, change/release, operations, business, and vendors to implement permanent fixes and verify reduced recurrence and service risk, while keeping audit-ready records and clear trend reporting.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Identify and log recurring, high-impact, or trend-based problems within assigned technology domains.
  • •Own problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, and stakeholder updates.
  • •Plan and facilitate RCA sessions with technical, operations, business, and vendor teams; challenge RCA quality and ensure root causes are evidence-based.
  • •Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks.
  • •Maintain known errors/workarounds and coordinate permanent fixes via Change and Release Management, verifying post-implementation effectiveness and recurrence reduction.

Key Requirements

  • •Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field, or equivalent relevant experience.
  • •ITIL Foundation certification is required; advanced ITIL or recognised RCA certification is preferred.
  • •Practical experience managing problem records, facilitating RCA, tracking corrective actions, and maintaining known errors within an ITSM environment.
  • •Working knowledge of ITSM practices including Incident, Change, Release, Knowledge, Service Level, and Continual Improvement Management.
  • •Strong analytical capability using RCA methods and evidence-based decision-making, including incident-trend analysis and documentation for audit readiness.
Experience:BankingFinancial servicesRegulatedHigh-availabilityITSM
Education:Bachelor's
Skills:Analytical capabilityEvidence-based decision-makingFacilitationStakeholder managementWritten communicationAttention to detailDocumentation
Certifications:ITIL Foundation
Tech Stack:ITSMIncident ManagementChange ManagementRelease ManagementKnowledge ManagementService Level ManagementContinual ImprovementRCAKEDBDashboardsITIL5 WhysFault-tree analysis

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
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