Job Description

A. 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

B. 24x7 Monitoring & Incident Command

• Lead centralized monitoring of ATM estate (including switch, ESQ/NCR/Diebold tools, digital camera systems)
• Act as incident commander for P1/P2 outages, ensuring rapid recovery and root cause closure
• Drive RCA discipline and permanent fix implementation, not repeat firefighting

C. Vendor & SLA Governance (Critical Gap in Current JD)

• Own end-to-end vendor performance: FLM / SLM vendors, OEMs (NCR, Diebold, etc.), Monitoring/platform vendors
• Define, track, and enforce SLA/KPI adherence (uptime, response, resolution, replenishment, uptime by location)
• Lead commercial and performance reviews with vendors
• Drive penalties / service improvements where required

D. Change, Release & Deployment Control

• Govern all ATM-related deployments: Software upgrades, Patches, New feature rollouts, Hardware refresh
• Ensure zero-defect releases into production
• Own change risk assessment and rollback strategies

E. Business Continuity, DR & Risk Management

• Own ATM DR strategy and execution: Switch failover, Network resilience, Site-level redundancy
• Ensure periodic DR drills and audit readiness
• Identify and mitigate: Operational risks, Fraud/security risks, Capacity risks

F. Audit, Compliance & Governance

• Ensure closure of: Internal audit findings, Regulatory observations, Security gaps
• Maintain full compliance with CBUAE and internal governance frameworks
• Own documentation, controls, and audit readiness

G. Continuous Improvement & Automation

• Drive automation of: Monitoring, Incident detection, Predictive maintenance
• Improve: Uptime, Cost per ATM, Customer experience
• Introduce AI-driven monitoring / predictive failure models where feasible

H. Stakeholder & Business Alignment

• Act as single point of ownership across: Business (Retail Banking), Technology teams, Vendors & custodians
• Ensure delivery of business requirements within SLA, budget, and risk appetite