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
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
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
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
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)
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
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
