RESPONSIBILITIES:

• Lead and manage the 24/7 technology and information security monitoring function, ensuring continuous coverage of Flash systems across all shifts through effective scheduling, workload distribution, and contingency planning.
• Act as the primary escalation authority for complex, high-severity, or time-critical fraud cases and system incidents, driving timely resolution and coordinating cross-functional responses where required.
• Oversee the quality, accuracy, and timeliness of all incident logging, case management records, and shift handover documentation produced by the team.
• Monitor and report on team performance against defined SLAs, KPIs, and quality standards, identifying trends and implementing corrective or developmental actions as needed.
• Develop, maintain, and enforce standard operating procedures, escalation protocols, and runbooks to ensure consistency, compliance, and operational resi...