Project Manager.Injaz-TECH-Channels.MIT

Location: United Arab Emirates

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

 

Own and manage Mashreq’s ATM & self-service channel estate end-to-end across all regions, ensuring high availability, regulatory compliance, operational resilience, and cost efficiency across hardware, software, vendors, and network layers. Accountable for 24x7 monitoring, incident response, SLA governance, risk management, and continuous optimization of ATM and self-service channels.