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 communicationKey Responsibilities1. Support Governance & SLA OwnershipDefine, finalize, and enforce Support SLAs covering:Coverage windowsResponse and resolution timesEscalation levels and responsibilitiesEnsure 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 OperationsEstablish and manage ITIL-based support workflows, including:Incident managementService request handlingEscalation and major incident managementRoot 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 ControlLead 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-basedSLA-referencedClearly actioned with owners and timelines4. Support Execution & Team LeadershipLead and coordinate the technical support team to ensure:Timely response and resolutionConsistent communication standardsClear handover between shifts and teamsAct as the operational bridge between:SupportEngineering / AI teamsPMO (when delivery impact exists)5. Reporting & Continuous ImprovementProduce support performance reports, including:SLA complianceIncident trends and recurring issuesRoot causes and corrective actionsDrive continuous improvement initiatives to:Reduce recurring incidentsImprove system stabilityEnhance client satisfaction6. Knowledge Management & ReadinessEstablish and maintain a support knowledge base, including:Known issuesWorkaroundsEscalation guidesEnsure support readiness before go-live:System handover completedDocumentation validatedSupport scope clearly definedQualifications & ExperienceProven 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 CertificationsITIL – MandatoryISO/IEC 20000 – PreferredLanguage RequirementsArabic speaker with strong spoken and written English, capable of managing bilingual client communications and reports.#J-18808-Ljbffr