Technical Support Lead - AI Projects

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.