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

We are a 24x7 technology service management operations unit within the Bank, dedicated to ensuring continuous availability of technology services for both staff and customers. Our focus lies in 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 wide range of applications built on diverse technology stacks. These applications are developed using 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 geographies including the UAE, Egypt, UK, USA, Hong Kong, India, and other international locations.

Key Responsibilities
- Manage incidents in accordance 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.
- Monitor and maintain high-quality documentation of incident events and resolutions to support data integrity.
- Identify opportunities to improve process controls and simplify workflows to enhance service management efficiency.
- Collaborate with cross-functional teams to drive faster incident resolution and minimize service disruptions.
- Lead efforts to implement automation and service improvements that enhance overall customer and employee experience.

Required Qualifications
- Proven experience in incident management within a 24x7 technology service environment.
- Strong understanding and practical application of ITIL framework and processes.
- Excellent communication skills to effectively engage with technical teams and business stakeholders.
- Ability to work in a fast-paced, dynamic environment managing multiple priorities.
- Experience working with diverse technology stacks and cloud environments (private, public, hybrid).
- Familiarity with Agile, Scrum, and traditional development methodologies.

Preferred Qualifications and Benefits
- Experience supporting global operations across multiple geographies is highly desirable.
- Exposure to automation tools and service improvement initiatives will be an advantage.
- Opportunity to work in a collaborative, innovative environment focused on continuous improvement.
- Chance to contribute to a world-class technology service management team supporting a leading financial institution.

This role offers the chance to be part of a critical function that ensures uninterrupted technology services, directly impacting both internal staff and customers worldwide. If you thrive in a challenging, service-oriented environment and have a passion for process excellence and incident resolution, this position provides a rewarding career path.