Project Manager.Injaz-TECH-Channels.MIT

Role Overview

Project Manager – Injaz-TECH-Channels.MIT at Mashreq. Location: UAE and IBG.

Role Purpose

Own end-to-end availability, performance, and governance of the ATM/CDM/ITM/Kiosk estate across UAE and IBG. Act as single point of ownership for incident command, vendor management, compliance, and continuous improvement to ensure zero-defect service delivery and business alignment.

Key Responsibilities

Estate Ownership

• Own availability, uptime, and performance of ATM/CDM/ITM/Kiosk ecosystem across UAE and IBG.
• Ensure real-time monitoring of hardware, software, network, and switch connectivity.
• Maintain defined MTTR, uptime targets, and service availability KPIs.

Monitoring & Incident Command

• Lead centralized monitoring of ATM estate including switch, ESQ/NCR/Diebold tools, and 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 to eliminate repeat incidents.

Vendor & SLA Governance

• Own end-to-end vendor performance across FLM/SLM vendors, OEMs (NCR, Diebold, etc.), and monitoring/platform vendors.
• Define, track, and enforce SLA/KPI adherence including uptime, response, resolution, replenishment, and uptime by location.
• Lead commercial and performance reviews with vendors.
• Drive penalties and service improvements where required.

Change, Release & Deployment Control

• Govern all ATM-related deployments: software upgrades, patches, new feature rollouts, and hardware refresh.
• Ensure zero-defect releases into production.
• Own change risk assessment and rollback strategies.

Business Continuity, Disaster Recovery & Risk Management

• Own ATM DR strategy and execution including switch failover, network resilience, and site-level redundancy.
• Ensure periodic DR drills and audit readiness.
• Identify and mitigate operational risks, fraud/security risks, and capacity risks.

Audit, Compliance & Governance

• Ensure closure of internal audit findings, regulatory observations, and security gaps.
• Maintain full compliance with CBUAE and internal governance frameworks.
• Own documentation, controls, and audit readiness.

Continuous Improvement & Automation

• Drive automation of monitoring, incident detection, and predictive maintenance.
• Improve uptime, cost per ATM, and customer experience.
• Introduce AI-driven monitoring and predictive failure models where feasible.

Stakeholder & Business Alignment

• Act as single point of ownership across Business (Retail Banking), technology teams, vendors, and custodians.
• Ensure delivery of business requirements within SLA, budget, and risk appetite.