Technical Support Manager — 24/7 ITIL Leader (FinTech)

IC; Dubai; On-site; AED 335,000 - 502,000; Full time

Job summary

ICMarketsGlobal is seeking an experienced Technical Support Manager to lead and continuously improve our 24/7 Technical Support function in a business-critical environment. The role acts as a key link between IT teams and the business, owning ITSM processes and incident management.

You will manage a team, ensure SLA compliance, and drive incidents to resolution, collaborating closely with Infrastructure, Security, Engineering, and Platform teams.

Qualifications

• 5+ years of experience in IT Support/IT Operations.
• At least 2 years in a managerial role.
• Strong knowledge of ITSM/ITIL practices.
• Experience managing teams in high-availability or regulated environments.

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 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

ITIL awareness

Stakeholder management

Incident management

Tools

Jira Service Management

ServiceNow

Job description

ICMarketsGlobal is seeking an experienced Technical Support Manager to lead and continuously improve our 24/7 Technical Support function in a business-critical environment. The role acts as a key link between IT teams and the business, owning ITSM processes and incident management.

You will manage a team, ensure SLA compliance, and drive incidents to resolution, collaborating closely with Infrastructure, Security, Engineering, and Platform teams.