Manager-Service Technology.Technology Operations - Technology Service Management

Mashreq
Bengaluru
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Stakeholder management","Root cause analysis","Process management","Quality assurance","Risk management"]

Own end-to-end Problem Management for high-impact technology incidents, from identification and prioritization through RCA, known-error documentation, permanent fixes, and closure. Coordinate technical, operations, business, and vendor stakeholders, challenge RCA evidence quality, and drive corrective/preventive actions to agreed timelines. Maintain audit-ready records, known errors/workarounds, and lead trend analysis to support service improvement and reduce recurrence risk.

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FursaFursa
Mashreq
Mashreq
23 hours ago

Manager-Service Technology.Technology Operations - Technology Service Management

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Own end-to-end Problem Management for high-impact technology incidents, from identification and prioritization through RCA, known-error documentation, permanent fixes, and closure. Coordinate technical, operations, business, and vendor stakeholders, challenge RCA evidence quality, and drive corrective/preventive actions to agreed timelines. Maintain audit-ready records, known errors/workarounds, and lead trend analysis to support service improvement and reduce recurrence risk.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Identify and log problems from recurring, high-impact, or trend-based incidents within assigned technology domains.
  • •Coordinate problem records from initiation to closure, maintaining accurate categorization, prioritization, and stakeholder updates.
  • •Facilitate RCA sessions and challenge submissions to ensure evidence-based, root-cause outcomes.
  • •Define, assign, and track corrective and preventive actions, escalating overdue dependencies and execution risks.
  • •Maintain known errors/workarounds and verify permanent fixes via change and release management to reduce recurrence and service risk.

Key Requirements

  • •Manage the end-to-end Problem Management lifecycle for assigned technology domains, from identification and prioritization through closure.
  • •Own problem records with accurate categorization, prioritization, evidence, and status updates for all relevant stakeholders.
  • •Plan and facilitate RCA sessions with technical, operations, business, and vendor teams.
  • •Ensure RCA submissions are evidence-based and distinct from symptoms or contributing factors.
  • •Track corrective and preventive actions to agreed timelines, escalating overdue items and risks.
Skills:Stakeholder managementRoot cause analysisProcess managementQuality assuranceRisk management

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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