Own and manage the company’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.
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Responsibilities
- 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.
- 24x7 Monitoring & Incident Command: Lead centralized monitoring of ATM estate, act as incident commander for P1/P2 outages, and drive RCA discipline and permanent fix implementation.
- Vendor & SLA Governance: Own end-to-end vendor performance, define, track, and enforce SLA/KPI adherence, and lead commercial and performance reviews with vendors.
- Change, Release & Deployment Control: Govern all ATM-related deployments, ensure zero-defect releases into production, and own change risk assessment and rollback strategies.
- Business Continuity, DR & Risk Management: Own ATM DR strategy and execution, ensure periodic DR drills and audit readiness, and identify and mitigate operational, fraud/security, and capacity risks.
- Audit, Compliance & Governance: Ensure closure of internal audit findings, maintain full compliance with regulatory observations and internal governance frameworks.
- Continuous Improvement & Automation: Drive automation of monitoring, incident detection, and predictive maintenance to improve uptime, cost per ATM, and customer experience.
- Stakeholder & Business Alignment: Act as single point of ownership across business, technology teams, vendors, and custodians to ensure delivery of business requirements within SLA, budget, and risk appetite.
