AVP - Technology

Key Result Areas

• Ensure high availability and stability of Self-Service Channels, including ATMs, CDMs, Kiosks, and Payment Systems.

• Meet agreed service levels (SLAs) for system uptime, transaction processing, and issue resolution. • Minimize service disruptions and ensure timely restoration of services.

• Manage mulitple operations and business stakeholdera in UAE and other International regions.

• Lead the successful delivery of technology projects, application upgrades, and enhancement initiatives.

• Ensure continuous 24x7 support coverage across multiple regions and time zones to maintain service availability and operational stability.

• Ensure projects are delivered on time, within budget, and in compliance with quality standards.

• Manage change requests and releases with minimal impact on business operations.

• Support audit, security, PCI DSS activities and address findings within agreed timelines.

• Ensure the servers are patched up to date.

• Server monitoring, process monitoring.

• Execution of analysis, design, implementation, testing, documentation and maintenance tasks as part of ongoing operational and strategic initiatives.

• Co-ordinate between information technology and enabling unit teams to prepare and sign-off SRS against business requirements (BRD) & Co-ordinate resourcing with off-shore team for development deliverables and support activities.

Planning and ensure adequate testing to verify application functionality and identify adverse effects from enhancements or configuration change.

• Ensure User Acceptance Test (UAT) cases are signed off prior to change movement to production. • Prepare and maintain process documentation.

• Assist efforts to improve maintainability, uptime and performance of transactional and workflow line of business applications.

• Perform call analysis to identify root cause of reoccurring service degradation issues.

• Perform incident reporting and engage stakeholders to conclude Root Cause Analysis (RCA), including recommendations and plan for agreed action.

• Ensure systems (hardware and software) in all environments meet security baseline standards.

• Provides technical guidance, information and instruction to other IT staff requiring broader subject knowledge.

• Ensure Disaster Recovery (DR) environments are synchronized and available with maintained unit level recovery documentation.

Knowledge, Skills, Qualification and Experience

• 15-18+ Years of relevant experience in IT with production and development support experience.

• Strong knowledge of Self-Service Channels, including ATMs, CDMs, Kiosks, and related channel applications.

• Sound understanding of Payment Systems, card transaction processing, switching, acquiring, and issuing processes.

• Knowledge of Retail Banking operations, Cards, Channels, and Digital Banking services.

• Understanding of system integration, APIs, middleware, and transaction processing platforms.

• Familiarity with IT governance, Information Security, Risk Management, and regulatory compliance requirements.

• Experience in delivering technology projects, system upgrades, and application enhancements.

• Demonstrated expertise in managing production support, incident management, and service delivery in a 24x7 banking environment.

• Good understanding of Incident, Problem, Change, and Release Management processes.

• Ability to review, understand and improve program code and system documentation.

• Good verbal and written communication including ability to prepare system documentation.

• Ability to multi-task in a dynamic work environment.

• Ability to work on multiple projects with multiple deadlines

• Ability to communicate clearly with business users and project manager

• Working Experience in ATM, POS, E-COM, Digital payments environment.

• Working experience with Payment network associations, viz Visa, Mastercard, JCB, Amex, Diners.

• Computer Science degree or equivalent Qualification