The leading financial institution in MENA

While more than half a century old, we proudly think like a challenger, startup, and innovator

in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate To help customers find their way to Rise Every Day, partnering with them through

the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.

As an Assistant Manager, you will play a crucial role in

Production Support Ownership

- Take end-to-end ownership of the Power Automate based Digital workers, Velocity(Microservices) and EDMS application s production support, ensuring system stability, uptime, and reliability.

- Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.

- Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.

Issue Analysis, Troubleshooting & Root Cause Management

- Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.

- Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.

- Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.

Stakeholder Coordination & Communication

- Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.

- Ensure clear, concise, and timely communication regarding incident status, risks, and impact.





- Build robust working relationships with internal teams and external vendors to support smooth issue resolution.

Compliance, Risk & Audit Adherence

- Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.

- Maintain operational discipline by following defined PMO, QMS, and architecture standards.

- Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.

Operational Excellence & Continuous Improvement

- Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.

- Contribute to automation initiatives, monitoring enhancements, and process improvements.

- Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.

Requirements Validation & Support for Enhancements

- Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.

- Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.

- Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.

Technology Best Practices & Quality Assurance

- Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.

- Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.

- Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.

Vendor & External Partner Collaboration

- Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.

- Review vendor performance and ensure value delivery aligned with SLA and platform requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Technology- BPM and RPA (India)
🏢 Mashreq Global Services
📍 India