Squad Lead/Agile Lead - ATM Operations

Squad Lead ATM Operations ATM & Self-Service Channel Operations Agile Delivery Model Role Overview The Squad Lead ATM Operations is accountable for the end-to-end performance, resilience and continuous improvement of the Bank's ATM, CDM, ITM and Kiosk ecosystem across the UAE and IBG network. Operating within an Agile squad model, the role combines deep operational ownership with incident command, vendor governance, change control and business alignment driving a shift from reactive operations to a predictive, automation-led channel management approach. Role Details Job Title Squad Lead ATM Operations Function ATM & Self-Service Channel Operations Group Technology & Operations Delivery Model Agile / Squad-Based Coverage UAE & IBG Reports To Tribe Lead / Head of Self-Service Channels Grade L Key Responsibilities ATM Estate Ownership Own the end-to-end availability, uptime and performance of the ATM, CDM, ITM and 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 across the full self-service channel estate. 24x7 Monitoring & Incident Command Lead centralised monitoring of the ATM estate including switch, ESQ/NCR/Diebold tools and digital camera systems. Act as incident commander for P1 and 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 and SLM vendors, OEMs (NCR, Diebold, etc.) and monitoring/platform vendors. Define, track and enforce SLA and KPI adherence across uptime, response, resolution, replenishment and location-level performance. Lead commercial and performance reviews with vendors and drive penalties or service improvements where required. Change, Release & Deployment Control Govern all ATM-related deployments including software upgrades, patches, new feature rollouts and hardware refresh programmes. Ensure zero-defect releases into production. Own change risk assessment and rollback strategies for all planned and emergency changes. Business Continuity, DR & Risk Management Own the ATM disaster recovery strategy and execution, including switch failover, network resilience and site-level redundancy. Ensure periodic DR drills and audit readiness. Identify and mitigate operational, fraud/security and capacity risks across the ATM estate. Audit, Compliance & Governance Ensure timely closure of internal audit findings, regulatory observations and security gaps. Maintain full compliance with CBUAE requirements and internal governance frameworks. Own documentation, controls and audit readiness across all ATM operations. Continuous Improvement & Automation Drive automation of monitoring, incident detection and predictive maintenance across the ATM channel. Improve uptime, cost per ATM and customer experience metrics. Introduce AI-driven monitoring and predictive failure models where feasible to shift operations from reactive to predictive. Stakeholder & Business Alignment Act as single point of ownership across Business (Retail Banking), Technology teams, vendors and custodians. Ensure delivery of business requirements within agreed SLA, budget and risk appetite. Represent the ATM squad in cross-functional forums and governance bodies.

Desired Candidate Profile

Qualifications & Experience Minimum Experience 7 10 years in ATM/self-service channel operations, with at least 3 years in a leadership or squad lead capacity Technical Expertise Hands-on experience with ATM hardware (NCR, Diebold), switch platforms, monitoring tools and network infrastructure Agile Experience Proven experience operating within an Agile or squad-based delivery model Education Bachelor's Degree in Information Technology, Engineering, Business or a related field Certifications ITIL, PMP, Agile/Scrum certification preferred Language Proficient in written and spoken English Knowledge & Skills Technical & Channel Expertise Deep knowledge of ATM, CDM, ITM and Kiosk hardware, software and switch platforms Experience with ESQ, NCR and Diebold monitoring and management tools Understanding of network resilience, DR strategies and switch failover processes Familiarity with AI-driven monitoring and predictive maintenance technologies Operational & Governance Strong incident command capability with P1/P2 management experience Vendor SLA governance and commercial performance management Change and release management with zero-defect production deployment mindset CBUAE regulatory compliance and internal audit management experience Leadership & Stakeholder Agile squad leadership with ability to drive delivery and team performance Strong stakeholder management across business, technology and vendor teams Excellent communication and escalation skills at senior levels Data-driven mindset with focus on KPI ownership and continuous improvement Technology & Operations