AVP Technology – Incident & Problem Management

About the role

The AVP, Technology – Incident & Problem Management role is a senior leadership position within Mashreq Global Services' Technology Service Management department in Egypt. The successful candidate will lead the Problem Management function, driving proactive problem identification, resolution and continuous service improvement.

Key responsibilities

• Lead and mature the Problem Management function, focusing on proactive and preventive problem identification and effective problem closure.
• Drive the expanded Service Improvement Plan (SIP) scope, ensuring alignment with service stability goals.
• Oversee development and performance of the Problem Management team.
• Strengthen knowledge management processes and ensure compliance with internal controls and audit requirements.
• Provide data‑driven insights and management reporting to senior leadership.
• Foster cross‑functional collaboration to drive effective problem resolution.

Required profile

• Proven leadership experience in IT service management, preferably at a senior or AVP level.
• Strong understanding of problem management processes and service improvement methodologies.
• Ability to analyze data, generate insights and present reports to executives.
• Excellent communication and stakeholder management skills.

Required skills