Customer Support Lead

We

build full-fledged innovative solutions with a focus on process automation,

user experience enhancement, and advanced data analytics. With our extensive

industry expertise, we help achieve operational excellence, future-proof your

IT investments, and ensure a competitive edge in the ever-evolving finance

industry.

We are seeking a highly motivated and experienced

Customer Support Lead to oversee and manage production support operations

within a digital banking environment. This role requires a proactive leader who

can coordinate support activities, ensure timely resolution of issues, and act

as the primary point of contact for internal and external stakeholders. The

ideal candidate will have a strong background in IT support, excellent

communication skills, and a deep understanding of the complexities of banking

infrastructure and customer service.

You will : » Lead

and manage L1 and L2 support teams, ensuring efficient handling of incidents,

service requests, and escalations.

» Serve as the primary point of contact

for production support communications across business, technical, and vendor

teams.

» Support operations and track key

performance indicators (KPIs), service-level agreements (SLAs), and other

support metrics to ensure high-quality service delivery.Coordinate with L3

support and engineering teams to ensure seamless issue resolution and knowledge

transfer.

» Develop and maintain support

documentation, guides, and escalation procedures.

» Facilitate daily meetings, incident

reviews, and post-mortem analyses.

» Oversee shift planning and on-call

rotations to ensure 24 / 7 support coverage and readiness.

» Foster a culture of continuous

improvement, accountability, and customer-centric service.

» Collaborate with QA, DevOps, and

development teams to improve system reliability and user

experience.

» Ensure compliance with banking

regulations, compliance standards, security standards, and internal governance

policies.

Requirements

» Bachelor’s degree in computer science,

Information Technology, or a related field.

» 6+ years of experience in IT support or

production operations, with at least 2 years in a leadership role.

» Experience in digital banking or

financial services is highly preferred.

» Strong understanding of ITIL practices,

incident management, and service delivery frameworks.

» Excellent communication, leadership, and

stakeholder management skills.

» The ability to work under pressure and

manage multiple priorities in a fast-paced environment.

» Proven experience with monitoring tools,

ticketing systems, IT service management systems, and reporting dashboards.

» Fluency in Arabic and English.

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