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Technical Support Manager
IC
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 2 weeks ago
Technical support managementIT operationsITSMITIL practicesIncident managementProblem management
Free
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Technical support managementIT operationsITSM
Role Overview
The Technical Support Manager will lead and continuously improve the Technical Support function.
The role operates in a 24/7, business-critical environment and is responsible for service stability, incident management, and operational excellence.
The position serves as a key link between IT teams and the business.
Key Skills for This Role
Technical support managementIT operationsITSMITIL practicesIncident managementProblem management
Full Job Posting
Company Context
IC Markets Global provides Forex CFD trading solutions, trading platforms, low-latency connectivity, and liquidity for active and new traders.
The company operates in a business-critical online trading environment.
Role Overview
The Technical Support Manager will lead and continuously improve the Technical Support function.
The role operates in a 24/7, business-critical environment and is responsible for service stability, incident management, and operational excellence.
The position serves as a key link between IT teams and the business.
Responsibilities
- Lead and manage the Technical Support team and ensure high service quality and accountability.
- Own and operate ITSM processes for Incident, Problem, Change, and Service Request Management.
- Act as the primary escalation point and lead major incident management.
- Ensure SLA compliance and timely resolution of critical issues.
- Drive continuous improvement through root cause analysis and process optimization.
- Collaborate with Infrastructure, Security, Engineering, and Platform teams.
- Maintain documentation, runbooks, and knowledge base articles.
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