Job Description
Job title: Technical Support Lead
Business Unit: Nabeh by Master Works
Level: Mid Senior Level
Job Location: Riyadh
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, e...
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