Senior Manager - Technology - Service Management.MGN Pak - TECH - Service Management.MIT-MGNPAK

We are a dedicated 24x7 technology service management operations unit within the Bank, committed to ensuring continuous availability of technology services for both staff and customers. Our focus lies in adhering to ITIL process governance, driving service improvements, and implementing automation to deliver a world-class experience for users. We support multiple business groups and operational units that utilize a variety of applications built on diverse technology stacks. These applications are developed through traditional, Scrum, and Agile methodologies and are hosted across private, public, and hybrid cloud environments, as well as on-premises data centers. Our operations span multiple international locations, including the UAE, Egypt, UK, USA, Hong Kong, India, and others.

Key Responsibilities
- Manage incidents in alignment with ITIL processes within a 24x7 roster, ensuring timely and effective resolution.
- Accurately classify incident severity and ensure appropriate communication with technology teams and business stakeholders.
- Take proactive actions to identify opportunities for process control improvements and simplification.
- Drive faster incident resolution while maintaining high standards of documentation and data quality related to incident events.
- Collaborate closely with cross-functional teams to support service availability and minimize downtime.
- Lead efforts to enhance automation and streamline incident management workflows.

Required Qualifications
- Proven experience in incident management within a 24x7 technology service environment.
- Strong understanding and practical application of ITIL processes, particularly incident management.
- Ability to work effectively in a fast-paced, multi-location operational environment.
- Excellent communication skills to engage with both technical teams and business stakeholders.
- Demonstrated capability to analyze processes and implement improvements for operational efficiency.

Preferred Qualifications and Benefits
- Experience supporting applications developed through Agile, Scrum, and traditional methodologies.
- Familiarity with managing services hosted on private, public, and hybrid cloud platforms, as well as on-premises data centers.
- Exposure to international operational environments across multiple geographies.
- Opportunity to work within a global team focused on delivering seamless technology services.
- Chance to contribute to continuous service improvement initiatives and automation projects.

This role offers a dynamic and challenging environment for professionals passionate about service management and technology operations, with the opportunity to impact the experience of users across a global banking organization.