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.

»       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.