The AVP, Technology - Incident & Problem Management role is a critical leadership position within Mashreq Global Services' MGN Egypt - Technology Service Management department. The successful candidate will lead and mature the Problem Management function, focusing on proactive and preventive problem identification and effective problem closure. They will drive the expanded Service Improvement Plan (SIP) scope, ensuring alignment with service stability goals. This role is responsible for overseeing the development and performance of the Problem Management team, strengthening knowledge management, and ensuring compliance with internal controls and audit requirements. The AVP will provide data-driven insights and management reporting to leadership, fostering strong cross-functional collaboration to drive effective problem resolution.