Key Result Areas

◆ Production Support Ownership

Designs and delivers end‑to‑end AI/ML/GenAI solutions, including model development, deployment, and production‑grade implementation.
Builds scalable backend services and APIs using Flask/FastAPI with cloud‑native deployment on Azure (DevOps, AKS, Cognitive Services).
Leads PoCs and innovation initiatives, experimenting with GenAI, Agentic AI, NLP, CV, OCR, and emerging open‑source frameworks.

Manages AI project lifecycle and teams, overseeing development, resolving model/system issues, and mentoring junior engineers.

Take end‑to‑end ownership of the AI based system application’s production support, ensuring system stability, uptime, and reliability.
Lead and monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.

◆ Issue Analysis, Troubleshooting & Root Cause Management

Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.

◆ Stakeholder Coordination & Communication

Lead and collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
Provide leadership and build strong working relationships with internal teams and external vendors to support smooth issue resolution.

◆ Compliance, Risk & Audit Adherence

Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
Lead and maintain operational discipline by following defined PMO, QMS, and architecture standards.
Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.

◆ Operational Excellence & Continuous Improvement

Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
Lead team to contribute to automation initiatives, monitoring enhancements, and process improvements.
Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.

◆ Requirements Validation & Support for Enhancements

Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
Provide consultation, leadership and assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.

◆ Technology Best Practices & Quality Assurance

Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.

◆ Vendor & External Partner Collaboration

Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
Review vendor performance and ensure value delivery aligned with SLA and platform requirements.

Operating Environment, Framework and Boundaries, Working Relationships

◆ Operating Environment

Provide leadership for L1/L2 production support for the EDMS application, ensuring high availability, system stability, and timely issue resolution.
Work in a complex technical environment involving Python, AI Agent technologies like OpenAI, Olama, GeminAI along with Java and Unix/Linux
Designs and delivers end‑to‑end AI/ML/GenAI solutions, including model development, deployment, and production‑grade implementation.
Builds scalable backend services and APIs using Flask/FastAPI with cloud‑native deployment on Azure (DevOps, AKS, Cognitive Services).
Perform root cause analysis, incident recovery, and ongoing monitoring, including support during off‑business hours when required.
Manage and oversee AI based solutions in production including process start/stop, execution, monitoring, and exception handling.

◆ Technical Framework & Skill Requirements

Minimum 4 to 7 years of hands-on experience in production support roles, preferably as a support lead or senior engineer.Strong working knowledge of:

Python Scripting
Flask/FastAPI with cloud‑native deployment on Azure (DevOps, AKS, Cognitive Services).
GenAI, Agentic AI, NLP, CV, OCR, and emerging open‑source frameworks.
Proficiency in Microsoft Excel, PowerPoint, and related tools for reporting, presentations, and status tracking.

◆ Reporting, Governance & Documentation

Prepare and deliver production support reports, project updates, and performance dashboards in a clear and timely manner.
Provide periodic and ad‑hoc reports as requested by management or stakeholders.
Maintain high accuracy and clarity in documentation, status reporting, and communication.

◆ Working Relationships & Cross-Functional Collaboration

Liaise with business users for issue clarification, data requirements, and production process coordination.
Collaborate with technology teams such as Corporate Tech, Retail Tech, and Operations Tech for troubleshooting, information exchange, and workflow alignment.
Coordinate with vendor teams for incident resolution, escalations, and enhancement support.
Manage communication channels — phone calls, emails, and incident tickets — ensuring timely alerting to relevant process teams.

◆ Behavioral Expectations

Display excellent attitude, responsiveness, and professionalism in dealing with users and internal teams.
Demonstrate strong English communication skills, both written and verbal, to ensure clarity and transparency in all interactions.
Work independently with a high sense of responsibility, ownership, and accountability.

Problem Solving

Demonstrates strong analytical and diagnostic skills to troubleshoot complex production issues across AI technology
Performs detailed root cause analysis (RCA) to identify failure points, document findings, and implement long‑term preventive measures to avoid recurrence.
Manages crisis situations effectively by coordinating with relevant teams, restoring services quickly, and driving timely recovery during high‑severity incidents.
Communicates clearly and proactively with users, business stakeholders, and technology teams during major incidents, ensuring transparency on status, impact, and recovery steps.
Applies structured problem‑solving techniques such as impact analysis, log investigation, trend analysis, and incident pattern recognition to reduce downtime and improve stability.
Prioritizes production issues based on severity, business impact, and downstream dependencies to ensure accurate and timely resolution.
Collaborates with cross-functional teams to investigate recurring issues, propose corrective actions, and drive continuous improvement initiatives.
Proactively monitors system alerts, logs, and performance indicators to detect potential risks early and prevent system outages.
Ensures thorough documentation of incidents, RCA outcomes, and corrective actions to build knowledge repositories and reduce future turnaround times.

Decision Making Authority & Responsibility

Recommend functional and technical solutions that are aligned with business requirements, system constraints, and production support best practices.
Exercise sound judgment to balance delivery timelines, operational risks, and solution quality while supporting production stability.
Make decisions related to production changes, ensuring zero compromise on quality and strict adherence to release and change management policies.
Escalate risks, bottlenecks, or potential service impacts in a timely manner to ensure proper visibility and mitigation.
Assess multiple solution options and use effective judgment to determine the most feasible approach within required timeframes and operational boundaries.
Identify and highlight any concerns that may affect deliverables, system stability, or compliance, ensuring early intervention.
Ensure 100% compliance with all change, release, and deployment governance guidelines when recommending or approving fixes and enhancements.
Take responsibility for validating functional solutions and ensuring their readiness for production deployment.
Make informed decisions during incident handling, prioritizing recovery actions based on business impact and urgency.

Knowledge, Skills And Experience

4 to 7 years of hands-on experience in Application Production Support for applications developed in AI related technologies.
Exposure to BAU (Business-As-Usual) support activities with strong focus on system stability, issue resolution, and stakeholder coordination.
Experience working in shift-based or on-call support models to ensure sla adherence.
Good understanding of Python and AI based solution and workflows.
Knowledge of identifying and raising alerts on application risks, failures, and performance anomalies.
Ability to coordinate and support patching cycles, vulnerability remediation, and environment maintenance.
Capable of performing volume-metric analysis to assess application performance, capacity utilization, and system scalability.
Familiarity with incident, problem, and change management processes within production environments.
Reasonable proficiency in English communication, both verbal and written, to coordinate effectively with business users and technical teams.
Ability to engage with business users during BAU activities, clarifying issues, gathering inputs, and supporting daily operations.
Basic team coordination skills to guide junior members or colleagues during support cycles.
Strong sense of responsibility, ownership, and responsiveness in handling production support duties.
Ability to raise timely alerts and provide clear communication on risks, performance gaps, or potential disruptions.
Responsible for Implementation of new solutions in different projects areas of IRIS / EDMS / BPM .
Ability to estimate, propose, design, build & document solutions.
Have experience in leading technology workshops & training programmes.
Conduct discovery and design sessions for business users & customers.
Analyze the existing system for the discovery of the core processes and rules involved so that the system could be converted to a workflow based framework applying the core principles of BPM.
Customize various utilities and interfaces with BPM Lombardi where interface design based on inbuilt Lombardi capabilities and integration definitions.
Model and developed Business Process definitions, with various activities, gateways, events and other processes.
Standardize the policies for snapshots in the WebSphere BPM Process Center Console.
Build various services based on the requirements. Identify the business needs and build rule service, Human Service, Ajax service, Integration Service..
Engage and carry out change management activities such as process definitions, implementations, user acquaintance. Have provided solution guidance, advisory services for various environments & systems, carried out process improvements by avoiding interdependencies on different support groups.
Experienced in developing application blueprints, roadmaps and data migration strategies.
Manage Vendor & Execute projects for specialized areas.
Engage MSG for day-day support activities and provide support in delivering their components.
Delivered multiple projects in short span of time on time.
Have conducted engagement that coordinates between business and technical/vendor team by helping both parties in translating the biz requirements to final solutions.
3 end-to-end implementation project experience, production support for over 2 years, functional lead consultant experience for 5 years.
Extensive experience with development best practices (design patterns) with the previously stated technologies to create highly scalable IBM BPM applications
Implementation of technical deliverables: working processes, services, user interfaces, integrations, database queries, web services, etc. as needed.
Must have led a team of more than 4 developers on a BPM project.
Must have Architected end to end BPM applications using IBM BPM Product.
Must have developed and tested complex business process models using IBM BPM Software
Experience with creating sophisticated coaches with Web 2.0 appearance and behavior.
Must have experience in creating reusable services toolkit
Tracking metrics that are meaningful to support dashboards and reporting / visualization.
Must have demonstrable experience working with Developers and mentor their use of BPM suites.
Develop best practices as the BPM field continues to develop and innovate.
Analyzed the existing Lotus note System, Modeled, build multiple workflows into IBM BPM with added functionalities.
Customization of BPM process portals , Personalized task management and Process Management screens
Worked on Coach and coach views
Modeled and developed Business Process definitions, with various activities, gateways, events and other processes.
Integrated various Banking applications in BPM as a part of Functional requirements.
Standardized the policies for snapshots in the WebSphere BPM Process Center Console.
Build various services based on the requirements. Identify the business needs and build rule service, Human Service, Ajax service, Integration Service..
Model timer and message events; create standard libraries for common timer events that could be accessed by multiple applications.
Develop customized java classes and import the corresponding JAR files and implemented them in BPM.
Install the snapshots to the Production server.
Documented on Migration Documents, Production transfer documents, user manuals and DB Scripts for various applications.
Work on UI part to customize the coach views using CSS and DOJO script.
About 8- 10 years of experience with 4 End-to-End Implementation and various support Projects of Enterprise Software Applications.
Deep knowledge on technology solutions, operational process activities
Analytical and negotiation skills. Leadership qualities. Thorough banking applications / business knowledge. Thorough knowledge in various applications in Banking domain
Thorough knowledge and experience in respective areas / systems.

Mashreq Corporate & Investment Banking Group

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