Job Description

The AVP, Technology - Incident & Problem Management role is a critical leadership position within Mashreq Global Services' MGN Egypt - Technology Service Management department. The successful candidate will lead and mature the Problem Management function, focusing on proactive and preventive problem identification and effective problem closure. They will drive the expanded Service Improvement Plan (SIP) scope, ensuring alignment with service stability goals. This role is responsible for overseeing the development and performance of the Problem Management team, strengthening knowledge management, and ensuring compliance with internal controls and audit requirements. The AVP will provide data-driven insights and management reporting to leadership, fostering strong cross-functional collaboration to drive effective problem resolution.

• Lead and mature the Problem Management function, focusing on proactive and preventive problem identification and effective problem closure.
• Drive the expanded Service Improvement Plan (SIP) scope, ensuring alignment with service stability goals across multiple domains.
• Oversee the development, performance, and expansion of the Problem Management team, ensuring continuous upskilling and capability readiness.
• Strengthen knowledge management through KEDB governance, structured RCA insights, and cross-team information sharing.
• Ensure compliance with internal controls, audit requirements, and regulatory expectations within the Problem Management lifecycle.
• Deliver timely, accurate, and insights-driven management reporting to leadership, highlighting trends, risks, and improvement opportunities.
• Foster strong cross-functional collaboration with technology, operations, and business teams to drive effective and timely problem resolution.
• Perform deep-dive root cause analyses on recurring or high-impact issues, using data trends and evidence-based investigation.
• Identify systemic gaps, failure patterns, and weak controls, recommending preventive measures and long-term fixes.
• Escalate major risks, systemic issues, and non-compliance cases to senior leadership for timely action.

• Strong expertise in IT Problem Management, RCA methodologies, service stability practices, and ITSM frameworks (e.g., ITIL).
• Proven experience in proactive and preventive problem management, SIP ownership, and data-driven analysis.
• Skilled in leading cross-functional teams, managing team expansion, mentoring staff, and building capability maturity.
• Advanced knowledge of compliance requirements, audit processes, internal controls, and governance frameworks.
• Proficient in developing management reports, dashboards, trend analysis, and executive-level presentations.
• Excellent communication, coordination, and stakeholder management skills across technology, business, and leadership groups.
• Experience with KEDB governance, knowledge management best practices, and quality assurance of RCA documentation.
• Ability to perform deep-dive root cause analyses and identify systemic issues.
• Strong decision-making skills, with the ability to prioritize and drive SIP activities.
• A minimum of 8-10 years of relevant experience in IT Service Management, with a focus on Problem Management.

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.