Senior Manager Pricing, Loyalty Application Delivery & Support (Mashreq Global Network Pakistan)

This role involves managing and leading the production support and delivery of Loyalty & Pricing applications, along with customer experience platforms such as chatbots and IVR systems. The position requires overseeing the production support function across technology centers, ensuring adherence to SLAs, schedules, budgets, and scope. The incumbent will develop and execute support strategies to maintain 24x7 operations for critical systems that impact the bank’s financial and reputational standing. Key duties include requirement gathering and analysis, functional specification reviews, test planning, UAT support, product walkthroughs, and change implementation. The role also demands close interaction with business users, vendors, and technology stakeholders, vendor management, software quality assurance, monthly reporting, and team leadership through mentoring and guidance. Additionally, the candidate will document learnings, conduct knowledge-sharing sessions, and be open to adopting new responsibilities and technologies.

Key Responsibilities:
- Manage and lead a diverse team responsible for the support and delivery of Pricing & Loyalty applications.
- Oversee vendor management to ensure stability and timely changes in critical applications.
- Ensure achievement of agreed SLAs and maintain high-quality service delivery.
- Conduct system analysis and provide technical support to resolve user issues efficiently.
- Offer technical expertise and recommendations to enhance systems and address challenges.
- Review business requirements against existing and proposed systems, recommending appropriate solutions.
- Analyze the impact of functional changes on current systems and coordinate with stakeholders to prepare solution documentation (SRS).
- Prepare and execute technical design specifications and assist development teams in understanding business concepts for accurate issue resolution.
- Develop and review test case scenarios and test data for comprehensive testing.
- Translate business requirements into detailed requirement and functional specifications for enhancements and change requests.
- Prepare and verify production transfer and release documentation.
- Perform root cause analysis for production disruptions and maintain documentation for custom configurations of third-party solutions.
- Monitor application performance to ensure adequate system resources and production standards.
- Provide technical guidance and knowledge sharing to IT staff and align IT strategies with business objectives.
- Coordinate with interdependent teams to ensure smooth change delivery.

Required Qualifications:
- Bachelor’s degree in Computer Science, B. Tech, MCA, or a related field.
- Minimum of 7 years’ experience in application development, monitoring, and implementation support.
- Hands-on experience with Microsoft Azure Cloud, Kubernetes, Microservices architecture, Java, Spring MVC, Python, Shell scripting, .NET Core, DevOps, and CI/CD integration.
- Strong database knowledge including SQL Server, MySQL, PostgreSQL, and NoSQL databases.
- Familiarity with front-end technologies such as ASP.NET, JSP, HTML, JavaScript, and CSS.
- Solid understanding of chatbot and IVR technologies.
- Excellent analytical, time management, and communication skills, both verbal and written.
- Ability to review and improve program code and system documentation.
- Strong multitasking skills and ability to work under multiple deadlines in a dynamic environment.
- Experience in developing large-scale web and database applications.
- Ability to effectively communicate with business users and project managers.

Preferred Qualifications:
- Hands-on expertise in Pricing & Loyalty applications is highly desirable.
- Knowledge of banking business processes, core banking systems, and channel integrations.
- Proven ability to innovate and deliver functional applications with intuitive user interfaces.
- Experience completing all phases of the software development life cycle, including analysis, design, testing, and support.

This position offers the opportunity to work in a challenging environment, leading critical banking applications that directly impact operational efficiency and customer experience. The role encourages continuous learning and adaptation to emerging technologies.