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Head Product Support
1 week ago
Years of Experience: 12 to 15+ years
Location: Riyadh, KSA
Technical Skills: Java, Spring, Struts, Hibernate, Oracle, Javascript, REST Services, SOAP Services, Integration
experience.
Role Summary
The selected candidate will collaborate with product management, product engineering, and operations
organization to define and implement the product support strategy for Product Innovation and
Product organization.
The candidate will also be responsible for leading teams of application sustainment and product support
engineers and overseeing day-to-day product operations across several SaaS products.
What will you do?
- Develop and implement overall 24x7 follow the sun product support strategy, including standard
- Collaborate with Product Management, Engineering, Customer Success, and Enterprise Operations
- Recruit, develop, and lead high-performing onshore and offshore teams of technical support and
- Act as a point of contact for customer communication during critical incidents, providing updates and
- Lead and mentor peers, subordinates, and department stakeholders in product support best practices
- Establish and maintain efficient incident management processes and procedures to minimize downtime
- Coordinate and lead incident response teams during critical incidents, ensuring effective
- Own product support excellence with a mindset for raising the bar with continuous improvement.
- Provide periodic insights and analytics on team execution, product performance, and end-to-end
- Manage escalation, remediation, and post-mortem analysis of critical customer and product issues.Page 2 of 3
- Implement and manage monitoring tools and systems to proactively identify and address issues before
- Collaborate with third-party vendors and service providers to ensure the availability of necessary
- Schedule and oversee routine maintenance activities to optimize product performance.
- Identify, analyze, and resolve complex systemic product or operational problems with quantitative
- Continuously evaluate and improve production support processes and workflows to enhance efficiency
- Drive a culture of continuous improvement within the production support team.
- Maintain thorough documentation of production support processes, procedures, and incident reports.
- Develop proactive organizational plans for new product onboarding, product growth, and maintaining
- Ensure knowledge sharing and training programs for team members.
- BS in Computer Science or equivalent.
- Ability to understand and communicate technical concepts, proficient with Microsoft Project, Visio and
- 12 to 15+ years in a product or support leadership role, good to have experience working on SaaS or
- Working knowledge of the architecture and operations in BFSI domain
- Experience supporting high availability and massively scalable systems.
- Experience in providing product support, with prior experience in Java and PL/SQL environments,
- Working understanding of System Development Life Cycle, Agile process, and SCRUM methodologies
- Knowledge of ITIL or other relevant IT service management frameworks is a plus.
- Strong verbal and written communication skills, and the ability to summarize technically complex
- Can-do solid attitude, hands-on, thrives in a dynamic, fast-paced environment.
- Excellent interpersonal skills to effectively work with all stakeholders to improve data and business
- Experience building and managing offshore development resources.
- Personal: Strong interpersonal skills, high energy and enthusiasm, integrity, and honesty; flexible,
prioritize.
- Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer
- Provide support and guidance to more junior team members, particularly for challenging and sensitive
- Operations: Ability to manage multiple projects and products. Perform task at hand in a customer
- Utilize high level expertise to address more difficult situations, both from a technical and customer
Skills: product support,customer,management,architecture,support services management
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