Technical Support Manager

The Technical Support Manager is responsible for leading the technical support and maintenance operations of key platforms and products, ensuring stability, reliability, and continuous improvement.

This role bridges the gap between technical teams, business stakeholders, and clients, ensuring that support services and enhancements align with business needs and technical excellence.

The Technical Support Manager combines strong technical acumen, leadership skills, and operational discipline to manage incidents, oversee support processes, and drive technical improvements across environments and integrations.

Platform Operations & Service Management

• Oversee day-to-day platform support and maintenance activities to ensure uptime, performance, and service quality.
• Manage incident, problem, and change management processes in coordination with development, infrastructure, and client teams.
• Establish and monitor SLAs, ensuring timely issue resolution and proactive escalation where needed.
• Define, document, and continually improve support workflows, runbooks, and escalation paths.
• Coordinate with vendors and external partners for platform dependencies, integrations, and issue resolutions.

2. Technical Leadership

• Act as the technical escalation point for complex issues, guiding teams toward effective and sustainable resolutions.
• Review and validate technical fixes, patches, and releases to maintain system integrity.
• Collaborate with architects and developers to ensure that support changes align with long-term product architecture.
• Identify recurring issues and propose technical or process improvements to reduce incidents.

3. Continuous Improvement & Quality Assurance

• Drive root cause analysis (RCA) and preventive action planning for major incidents.
• Track platform performance metrics and report on support KPIs and trends.
• Support release management and deployment readiness for updates, bug fixes, and enhancements.
• Ensure documentation and knowledge bases are continuously updated and accessible.

4. Team Management & Development

• Lead and mentor the technical support team, fostering a culture of accountability, collaboration, and customer focus.
• Manage resource planning, workload distribution, and performance evaluation.
• Facilitate ongoing training to enhance the team’s technical and customer service capabilities.

5. Stakeholder & Client Communication

• Serve as the primary contact point for support-related communications with internal teams and clients.
• Communicate incidents, resolutions, and improvement plans clearly and effectively to non-technical stakeholders.
• Provide regular service reviews, performance updates, and improvement reports to management and clients.

6. Collaboration with Development and Product Teams

• Work closely with product owners and development teams to ensure smooth handover of new features into support.
• Contribute to defining technical requirements and deployment readiness criteria for new releases.
• Participate in discussions around technical debt, infrastructure stability, and long-term scalability

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Proven experience (5+ years) in technical support, service delivery, or operations management roles.
• Strong understanding of ITIL principles, incident management, and software development lifecycle (SDLC).
• Experience managing cross-functional teams in a fast-paced environment.
• Strong problem-solving, communication, and stakeholder management skills.

At Oivan, we build digital services that make life easier —securely, globally, and sustainably. You’ll join a multicultural, collaborative environment where technical excellence, innovation, and continuous improvement are core values.

You’ll have the opportunity to grow professionally by working with a global network of technology and business experts, contributing to impactful digital platforms that serve millions of users in Saudi Arabia and beyond.