Technical Support, Lead

Our subsidiary (Nabeh) is seeking a professional to own and govern the end-to-end support operating model for AI and enterprise technology solutions, ensuring stable operations post-handover through clearly defined SLAs, disciplined support processes, and professional client communication.

Key Responsibilities

1.Support Governance & SLA Ownership: Define, finalize, and enforce Support SLAs covering: , Coverage windows, Response and resolution times, Escalation levels and responsibilities, Ensure SLAs are aligned with contracts, CoCs, and client expectations, not assumed verbally. Act as the single owner of support accountability, eliminating ambiguity between PMs, technical teams, and clients.

2. ITIL-Aligned Support Operations: Establish and manage ITIL-based support workflows, including: Incident management , Service request handling, Escalation and major incident management, Root Cause Analysis (RCA), Implement a structured ticketing, triage, and prioritization model between internal teams and clients., Prevent ad-hoc, informal support requests bypassing agreed processes.

3. Client Communication & Escalation Control: Lead all client-facing support communications with clarity, professionalism, and control., Manage high-pressure incidents without disrupting project delivery or executive bandwidth, Ensure escalations are, Evidence-based, SLA-referenced, Clearly actioned with owners and timelines

4. Support Execution & Team Leadership: Lead and coordinate the technical support team to ensure:, Timely response and resolution, Consistent communication standards, Clear handover between shifts and teams, Act as the operational bridge between: Support, Engineering / AI teams, PMO (when delivery impact exists)

5. Reporting & Continuous Improvement: Produce support performance reports, including: SLA compliance, Incident trends and recurring issues, Root causes and corrective actions, Drive continuous improvement initiatives to: Reduce recurring incidents, Improve system stability, Enhance client satisfaction

6. Knowledge Management & Readiness: Establish and maintain a support knowledge base, including: Known issues, Workarounds, Escalation guides, Ensure support readiness before go-live: System handover completed, Documentation validated, Support scope clearly defined.

Requirements

Qualifications & Experience

• Proven experience leading technical support operations for enterprise or mission-critical technology solutions.
• Strong background in ITIL service management and operational governance.
• Demonstrated ability to manage stakeholders and clients under pressure without loss of control or accountability.
• Experience supporting AI platforms, data platforms, or complex integrated systems is a strong advantage.

Required Certifications

• ITIL – Mandatory
• ISO/IEC 20000 – Preferred.

Job Location: HQ