Senior Manager - Incident Management Support Centre(IMSC)

Role & responsibilities

1. Operations Management

• Lead the ATM Monitoring team to ensure continuous and smooth operation of all ATMs under management.
  
• Develop and implement strategies to detect, monitor, and resolve ATM issues promptly.
  
• Manage the end-to-end incident handling process, ensuring timely diagnosis and resolution with all stakeholders.
  
• Continuously review monitoring workflows and suggest improvements to boost efficiency and reduce downtime.
  
• Ensure ATMs meet agreed uptime commitments for various client banks.
  
• Drive automation initiatives and adopt industry best practices for ATM monitoring and issue management.
  

2 Escalation & Issue Resolution

• Set clear escalation protocols for critical issues to ensure minimum service disruption.
  
• Respond to customer escalations within defined turnaround times and represent the team in client review meetings.
  
• Coordinate with internal teams like IT, Risk, and Security, as well as third-party vendors, for swift issue resolution.
  

3. Performance Analysis & Reporting

• Analyze operational and performance data to identify trends, root causes, and areas for improvement.
  
• Prepare and share regular performance reports covering uptime, incident trends, and SLA compliance.
  
• Use data insights to optimize processes and drive continuous service improvements.
  

4. Team Development & Leadership

• Mentor and motivate the ATM Monitoring team to deliver high performance and meet service standards.
  
• Plan and deliver training sessions to keep the team updated with the latest tools, technologies, and practices.
  

5. Compliance & Vendor Management

• Ensure all ATM operations comply with internal policies, regulatory guidelines, and security standards.
  
• Manage relationships with vendors handling First Line Maintenance (FLM) and Second Line Maintenance (SLM).
  
• Monitor vendor performance to ensure compliance with SLAs and contractual terms.

Preferred candidate profile

• Excellent communication and stakeholder management skills.
• Graduate/Postgraduate; MBA preferred.
• 8- 12 years of experience in ATM Monitoring, IMSC Operations, or Managed Services.
• In-depth understanding of ATM networks, monitoring tools, and incident management processes.
• Proven track record of leading teams and improving operational processes.
• Good knowledge of compliance, security, and regulatory requirements related to ATM operations.
• Sound understanding of ATM technologies, uptime SLAs, risk, and security best practices.