Senior Manager - Technology\..IBG & Ops- Payment Gateways

• Responsible to manage and lead the production support & delivery for the Payment Automation applications.
• Responsible to lead the production Support function within the SLA, schedule, budget and scope parameters, including testing & overseeing the quality and compliance controls.
• Developing and executing the support strategy of technology by achieving objectives and goals. Accountable for 24x7 support and managing the payment system that can impact the bank with financial / operational loss, reputational issues, regulator warnings and penalties.
• The major responsibilities include requirement gathering, requirement analysis, functional specifications and review, test scope identification, test case review, UAT support, product walkthrough and change implementation.
• Other responsibilities include Interaction with Business Users, Vendors and Technology Stakeholders, Vendor Management Software Quality Assurance, Monthly service reporting, Periodic Status Update and People management including guiding and mentoring the team and delivering unique service by providing high quality of support.

• Effectively manage third-party vendors responsible for changes and stability of critical payment applications.
• Ensure achievement of agreed SLAs and monitor vendor performance continuously.
• Provide ongoing support by conducting system analysis and responding to user issues in a timely manner.
• Offer technical expertise and recommendations to enhance systems and resolve issues efficiently.
• Evaluate business requirements against current and proposed systems, recommending optimal solutions.
• Analyze the impact of functional changes on existing systems and processes.
• Prepare comprehensive solution documentation, including System Requirement Specifications (SRS).
• Develop and validate Technical Design Specifications and support development programming needs.
• Assist development teams by explaining payment and compliance with business processes and validating functionality.
• Prepare test case scenarios, design relevant test data, and execute test cases to ensure system quality.
• Lead and actively participate in issue resolution activities with development teams, ensuring timely closure.
• Convert business requirements into clear functional and technical specifications.
• Document enhancements and change requests for stakeholder approval and implementation.
• Prepare and verify production deployment documentation for successful release management.
• Perform root cause analysis (RCA) for any production disruptions and drive preventive measures.
• Maintain updated documentation for custom configurations and third-party system parameterizations.
• Monitor system performance to ensure sufficient resources are available for production workloads.
• Provide guidance and technical support to IT teams requiring specialized subject matter knowledge.
• Ensure IT strategy is consistently aligned with broader business and regulatory strategies.
• Coordinate with interdependent teams to ensure timely and accurate change delivery.

• Lead the Development of acquiring business requirements and ensure the effective participation of team for project activities and required deliverables
• Will be interacting with the higher-level management of business users to understand their requirements and automation needs.
• Evaluates and makes recommendations for software / hardware upgrades pertaining to functional parameters.
• Effective Co-ordination with business and third-party stakeholders to manage their expectation
• Internal functions and work practices as per policy, compliance and procedures of the organization.
• Provide general administrative support to the team, including meetings, knowledge transfer and Timesheet reporting, preparation of weekly status report.
• Track performance of individuals in team and conduct performance appraisals on periodic basis
• Plan and review projects, MBOs, SLAs and Incidents
• Ensure that the management is always informed of all risks, issues and their status.
• Define/conduct Business Continuity & Disaster Recovery Plans for applications under responsible domain
• Adhere to banks operational risk policy.
• Lead the Support/ Parameterization team working on assigned tasks, project activities and IT initiatives
• Co-ordinates with members and other functional teams and provides oversight for resolution of support calls from offshore
• Work with team members participating in shadowing and training activities
• Adhere to information controls and security frameworks/procedures, including change and incident management process.
• Provide general administrative support to the team, including meetings, knowledge transfer and activity reporting
• Ability to break down complex issues and identify most important and relevant information and options.
• Ability to present and discuss problems with others toward permanent solution
• Investigate and understand the cause of defects raised.
• Interpret, understand and resolve user support issues.
• Ability to perform root cause analysis.
• Recommend solutions to system or process obstacles on production issues
• Minimum 12 Years of Experience in - Design, Development and Implementation
• Hands on Expertise in Payment Automation Applications
• Knowledge on Banking Business and payment products
• Very good exposure to Core Banking and Channels
• Ability to review, understand and improve program code and system documentation.
• Good verbal and written communication including ability to prepare system documentation.
• Ability to interpret solution documentation and identify areas of concern and recommend approach.
• Good analytical / communication / people skills.
• Ability to multi-task in a dynamic work environment.
• Ability to develop large scale web/database applications
• Ability to work on multiple projects with multiple deadlines
• Ability to communicate clearly with business users and project manager
• Ability to innovate and provide functional applications with intuitive interfaces

Mashreq Bank