Mashreq

4 months ago

Senior Manager - Incident and Problem.

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead end-to-end problem management across banking technology platforms, owning lifecycle from detection to resolution. Drive RCA sessions, enable proactive problem detection with AI tools, coordinate across application owners and infrastructure, and report KPIs to governance forums. Focus on ITIL-aligned processes, service stability, and continuous improvement through automation.

Location: Egypt

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and manage the full lifecycle of problems—from detection to resolution—ensuring timely closure and documentation in line with SLA targets
•Lead RCA sessions and ensure quality and timeliness of RCA submissions; collaborate with resolver groups and command centre teams
•Implement AI-driven tools and analytics to identify patterns and prevent incidents before they occur
•Coordinate with application owners, infrastructure teams, and business units to drive resolution and improvement plans
•Track KPIs such as RCA SLA and action item SLA; present findings in forums like Service Stability Quorum and SIP meetings

Key Requirements

•8–10 years of experience in problem and incident management within banking technology environments
•Strong understanding of core banking platforms (e.g., Oracle FLEXCUBE) and their dependencies
•Hands-on experience with AI-based problem detection tools, log analytics platforms (e.g., Splunk), and ITSM tools (e.g., Helix)
•Familiarity with ITIL processes, especially around service stability, RCA, and SIP governance
•Excellent communication and stakeholder management; ability to lead cross-functional investigations and drive resolution paths

Experience:8-10 yearsBankingITILAIProblem management

Skills:CommunicationStakeholder managementProblem solvingLeadership

Certifications:ITIL FoundationITIL Practitioner

Languages:English

Tech Stack:ITILOracle FLEXCUBEAI-based toolsSplunkITSMSIP governance

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

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Mashreq

4 months ago

Senior Manager - Incident and Problem.

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and manage the full lifecycle of problems—from detection to resolution—ensuring timely closure and documentation in line with SLA targets
•Lead RCA sessions and ensure quality and timeliness of RCA submissions; collaborate with resolver groups and command centre teams
•Implement AI-driven tools and analytics to identify patterns and prevent incidents before they occur
•Coordinate with application owners, infrastructure teams, and business units to drive resolution and improvement plans
•Track KPIs such as RCA SLA and action item SLA; present findings in forums like Service Stability Quorum and SIP meetings

Key Requirements

•8–10 years of experience in problem and incident management within banking technology environments
•Strong understanding of core banking platforms (e.g., Oracle FLEXCUBE) and their dependencies
•Hands-on experience with AI-based problem detection tools, log analytics platforms (e.g., Splunk), and ITSM tools (e.g., Helix)
•Familiarity with ITIL processes, especially around service stability, RCA, and SIP governance
•Excellent communication and stakeholder management; ability to lead cross-functional investigations and drive resolution paths

Experience:8-10 yearsBankingITILAIProblem management

Skills:CommunicationStakeholder managementProblem solvingLeadership

Certifications:ITIL FoundationITIL Practitioner

Languages:English

Tech Stack:ITILOracle FLEXCUBEAI-based toolsSplunkITSMSIP governance

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

Glassdoor: 3.3

Website LinkedIn Glassdoor