Job Description
A. End-to-End ATM Estate Ownership
- Own availability, uptime, and performance of ATM/CDM/ITM/Kiosk ecosystem across UAE & IBG
- Ensure real-time monitoring of hardware, software, network, and switch connectivity
- Maintain defined MTTR, uptime targets, and service availability KPIs
B. 24x7 Monitoring & Incident Command
- Lead centralized monitoring of ATM estate (including switch, ESQ/NCR/Diebold tools, digital camera systems)
- Act as incident commander for P1/P2 outages, ensuring rapid recovery and root cause closure
- Drive RCA discipline and permanent fix implementation, not repeat firefighting
C. Vendor & SLA Governance (Critical Gap in Current JD)
- Own end-to-end vendor performance: FLM / SLM vendors, OEMs (NCR, Diebold, etc.), Monitoring/platform vendors
- Define, track, and enforce SLA/KPI adherence (uptime, response, resolution, replenishment, uptime by location)
- Lead commercial and performance reviews with vendors
- Drive penalties / service improvements where required
D. Change, Release & Deployment Control
- Govern all ATM-related deployments: Software upgrades, Patches, New feature rollouts, Hardware refresh
- Ensure zero-defect releases into production
- Own change risk assessment and rollback strategies
E. Business Continuity, DR & Risk Management
- Own ATM DR strategy and execution: Switch failover, Network resilience, Site-level redundancy
- Ensure periodic DR drills and audit readiness
- Identify and mitigate: Operational risks, Fraud/security risks, Capacity risks
F. Audit, Compliance & Governance
- Ensure closure of: Internal audit findings, Regulatory observations, Security gaps
- Maintain full compliance with CBUAE and internal governance frameworks
- Own documentation, controls, and audit readiness
G. Continuous Improvement & Automation
- Drive automation of: Monitoring, Incident detection, Predictive maintenance
- Improve: Uptime, Cost per ATM, Customer experience
- Introduce AI-driven monitoring / predictive failure models where feasible
H. Stakeholder & Business Alignment
- Act as single point of ownership across: Business (Retail Banking), Technology teams, Vendors & custodians
- Ensure delivery of business requirements within SLA, budget, and risk appetite
