AVP-Technology. Technology Operations
Mashreq (company site, opens in a new tab)12+ yrsBengaluruRemoteDirect career pageEst. 30–50 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage 24x7 Incident and Problem ITIL processes to ensure uninterrupted technology services and reduce incident counts.
- Own end-to-end incident management including classification, communication, escalation, and resolution, including driving major incident calls.
- Define KPIs, develop MIS dashboards, drive service improvements based on incident trends, and coach and mentor the service management team aligned to strategic goals.
Minimum Requirements
- 12+ years of experience in IT service management with strong focus on ITIL processes, preferably in the banking industry.
- Experience in Incident and Problem management within large, complex, multi-functional environments.
- Experience establishing Management Information Systems and defining KPIs for service reporting.
- Work Experience Required: 12+ years in service management; Notice Period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced leader with proven ability to manage end-to-end incident lifecycle and drive service improvements in banking technology operations.
- Capable of handling complex stakeholder management and driving proactive incident and problem management using data-driven KPIs.
- Familiarity with IT infrastructure (IaaS), platforms, software services models, and agile development methodologies is preferred but not mandatory.