Job Description

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

Language Requirements

• Arabic speaker with strong spoken and written English, capable of managing bilingual client communications and reports.