Found Description
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, including: Incident management , Service request han...