# Technical Support, Lead

> Master-Works · Riyadh, Saudi Arabia · Full-time · Posted 2026-03-02

**Workplace:** on_site

**Department:** Information Technology Management - Nabeh

## Description

### 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**

**Language Requirements**

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

## Apply

[Apply at Master-Works](https://apply.workable.com/masterworksco/j/5FCBFB2844/apply)

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