Senior Manager Retail Tech Support (Mashreq Digital Bank Pakistan)

Job Purpose

Ensure the smooth operation and continuous improvement of multiple critical applications within Pakistan Digital Retail Banking (PK DRB). Oversee the management of both Run and Change activities for these applications, ensuring maximum availability, stability, and performance. Coordinate with business and technical teams to address issues, implement changes, and provide comprehensive support to the business. Ensure compliance with organizational policies and procedures. Prepare and present regular status reports to management and stakeholders on support and change management activities. Provide training and knowledge transfer to team members and stakeholders.

Key Result Areas

• Ensure timely resolution of support tickets for all managed applications.
• Monitor system performance and ensure maximum availability and stability of all managed applications.
• Manage and support change management processes & prioritisation, QPMs etc. to ensure smooth implementation of changes.
• Ensure the team provides comprehensive UAT support to the business, ensuring all test cases are executed and issues are resolved.
• Ensure compliance with organizational policies and procedures in all support and change management activities.
• Support HQ team in system maintenance activities and ensure smooth operations during maintenance windows.
• Provide training and knowledge transfer to team members and stakeholders to ensure continuity of support.
• Identify and implement system improvements to enhance performance and reduce complexity.
• Prepare and present regular status reports to management and stakeholders on support and change management activities.

Operating Environment, Framework and Boundaries, Working Relationships

• Lead the Development of all business requirements and ensure the effective participation of team for project activities and required deliverables.
• Would be interacting with the higher level management & senior business users to understand their requirements and automation needs.
• Effective Co-ordination with business and HQ stakeholders to manage their expectation.
• Foster collaboration with business units, internal teams, and technology stakeholders, maintaining open communication and alignment.
• Adhere to organizational policies, compliance, and procedures, ensuring effective participation in project activities and deliverables.
• Provide general administrative support to the team, including, meetings, knowledge transfer and Timesheet reporting, preparation of weekly status report.
• Track performance of individuals in team and conduct performance appraisals on periodic basis.

Problem Solving

• Lead the team in effectively managing and resolving crises, ensuring minimal disruption to business operations.
• Develop and implement crisis management plans and protocols to handle unexpected issues promptly and efficiently.
• Conduct thorough root cause analysis to identify the underlying issues causing system or process failures in coordination with respective application owners.
• Ensure clear and effective communication with users regarding system issues, updates, and resolutions.
• Collaborate with business and technical teams to address and resolve post-production issues effectively.
• Break down complex business requirements and identify relevant information and options for optimized solutions.
• Investigate and understand the cause of SIT/UAT defects raised. Recommend solutions to system or process obstacles.

Decision Making Authority & Responsibility

• Prioritization of change for all PKDRB related requirements in liaison with App Owners.
• Consult with the Head of OPS & Tech for critical or high-impact decisions to ensure alignment with organizational goals.
• Use effective judgment to weigh different options and achieve better results within appropriate timeframes.
• Proactively highlight any concerns affecting workplace deliverables to ensure timely resolution.

Knowledge, Skills and Experience

• 12+ years of relevant experience in IT with production & development support experience.
• Good oral / written communication skills.
• Hands-on experience and good experience on System of records.
• Experience of managing Core Banking or Prime modules would be of great advantage.
• Thorough knowledge of Retail Tech functions.
• Various project experience working with Nadra, Onelink, Euronet etc. & schemes like Visa, MasterCard, JCB, Amex, Diners.
• Experience on DevOPS is an advantage.