Technical Support, Lead

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, i...