Manager – Service Technology, Technology Operations

Mashreq

. Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains .

Posted 9/18/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Problem Management, including root cause analysis, corrective action tracking, and trend analysis to enhance service reliability. Proficient in coordinating with cross-functional teams to implement permanent fixes and maintain comprehensive documentation.

Highest-signal resume keywords

Root Cause AnalysisProblem ManagementTrend AnalysisChange ManagementStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem IdentificationEvidence-Based AnalysisCorrective Action TrackingService Improvement PlanningAudit-Ready Documentation

Soft Skills

FacilitationCollaborationCritical ThinkingCommunication

Industry Keywords

KEDBService RestorationIncident ManagementOperational Risk Management

About the role

Key responsibilities & impact

Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains
Own assigned problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, status, and stakeholder updates
Plan and facilitate root cause analysis sessions with technical, operations, business, and vendor teams
Review and challenge root cause analysis submissions to ensure evidence-based root causes distinct from symptoms or contributing factors
Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks
Maintain known errors, workarounds, and KEDB articles to support faster service restoration and prevent repeat incidents
Coordinate permanent fixes through Change and Release Management and verify post-implementation effectiveness
Perform proactive trend analysis to identify emerging risks, weak controls, and candidates for Service Improvement Plans
Prepare reports on problem ageing, RCA compliance, action closure, recurrence, and realized service improvements
Maintain complete, traceable, and audit-ready Problem Management records

Requirements

What you’ll need

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