Technical Supervisor- Product Support

Role Overview:  

The Technical Specialist Supervisor will lead a Dubai-based team responsible for technical support for InterSystems healthcare applications and related products.

The Supervisor will manage the team’s workload, performance and development, while providing technical guidance and ensuring work is delivered safely, efficiently and to the required quality standards.

The Supervisor will act as an escalation point for customers and internal teams and work closely with colleagues in Support and Services, as well as other departments. International travel and participation in the 24-hour extended support service may be required.

Key Responsibilities

Management

• Lead, coach and develop a team of Technical Specialists
• Foster a culture of proactive service, resolving underlying problems to prevent reoccurrence rather than simply fixing the issue at hand
• Set objectives and manage individual and team performance
• Prioritise and allocate work according to urgency, business impact and available skills
• Monitor workloads, backlogs, service levels and delivery commitments
• Ensure appropriate team coverage, including extended support arrangements
• Support recruitment, onboarding and succession planning
• Manage customer and internal escalations calmly and proportionately
• Advise on technical requirements, risks and resource needs
• Work closely with regional and global Support, Implementation and Product teams

Operational

• Provide technical guidance for complex issues
• Ensure customisations, interfaces, reports, extracts, migrations and upgrades are properly designed, tested, documented and deployed
• Enforce change control, peer review, testing and release-management standards
• Coordinate the resolution of technical and acceptance issues before and after go-live
• Support technical implementations, upgrades and customer go-lives
• Promote effective troubleshooting, root cause analysis and knowledge sharing
• Identify recurring problems and opportunities to improve quality and efficiency

Experience/Qualifications Required

Essential

• Significant experience in a technical development, application support or healthcare systems role
• Previous experience leading, supervising or mentoring technical staff
• Deep technical knowledge of at least one InterSystems product, preferably TrakCare
• Knowledge of web-oriented languages, including HTML and JavaScript
• Experience with SQL, data analysis and database methodologies
• Understanding of software development, testing and change-control principles
• Proven ability to prioritise competing demands and deliver within agreed timeframes
• Experience managing customer expectations and escalations
• Strong communication, presentation and technical documentation skills
• Ability to coach others and develop technical capability
• Ability to work effectively in a multicultural and geographically distributed organisation
• Willingness to travel and work outside normal office hours when required

Desirable

• Experience with InterSystems technologies or healthcare applications
• Knowledge of TrakCare, IntelliCare, and IRIS for Health
• Experience supporting healthcare installations, upgrades and go-lives
• Understanding of ITIL-aligned service-management practices
• Experience managing a technical support or custom development team