Technical Support Manager

IC; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

IC Markets Global, a leading Forex CFD provider, seeks an experienced Technical Support Manager to lead a 24/7 operations team in a high-availability environment in Dubai. You will own ITSM processes, drive incident management, and partner with Infrastructure, Security, Engineering, and Platform teams to ensure service stability and KPI reporting.

Candidates should have 5+ years in IT Support/IT Operations with 2+ years in management, strong ITIL knowledge, and hands-on experience with Jira

Qualifications

• 5+ years' experience in IT Support / IT Operations.
• At least 2 years in a managerial role.
• Strong knowledge of ITSM / ITIL practices.
• Experience managing support teams in high-availability or regulated environments.
• Hands-on experience with ITSM tools such as Jira Service Management or ServiceNow.

Responsibilities

• Lead and manage the Technical Support team, ensuring high service quality and accountability.
• Own and operate ITSM processes: 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 optimisation.
• Collaborate closely with Infrastructure, Security, Engineering, and Platform teams.
• Maintain clear documentation, runbooks, and knowledge base articles.
• Monitor performance, report KPIs, and communicate service status to stakeholders.

Skills

Leadership

Communication

Stakeholder management

Incident management

ITSM / ITIL

Tools

Jira Service Management

ServiceNow

Job description

IC Markets Global is one of the most renowned Forex CFD provider, offering trading solutions for active day traders and scalpers as well as traders that are new to the forex market. IC Markets Global offers its clients cutting edge trading platforms, low latency connectivity and superior liquidity.

IC Markets Global is revolutionizing online forex trading. Traders are now able to gain access to pricing previously only available to investment banks and high net worth individuals. Our management team have significant experience in the Forex, CFD and Equity markets in Asia, Europe and North America. It is this experience that has enabled us to select the best possible technology solutions and hand pick some of the best pricing providers available in the market.

We are seeking an experienced Technical Support Manager to lead and continuously improve our Technical Support function in a 24/7, business-critical environment. The role is responsible for service stability, incident management, and operational excellence, acting as a key link between IT teams and the business.

Responsibilities:

• Lead and manage the Technical Support team, ensuring high service quality and accountability
• Own and operate ITSM processes: 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 optimisation
• Collaborate closely with Infrastructure, Security, Engineering, and Platform teams
• Maintain clear documentation, runbooks, and knowledge base articles
• Monitor performance, report KPIs, and communicate service status to stakeholders

Qualifications:

• 5+ years' experience in IT Support / IT Operations, with at least 2 years in a managerial role
• Strong knowledge of ITSM / ITIL practices
• Experience managing support teams in a high-availability or regulated environment
• Hands-on experience with ITSM tools (e.g. Jira Service Management, ServiceNow)
• Excellent leadership, communication, and stakeholder-management skills
• Ability to remain calm and decisive during high-pressure incidents