About the Role
The company is seeking a Technical Implementation Manager to support enterprise clients in connecting their systems to a nation-wide eKYC platform. This role involves overseeing implementation activities and guiding clients through technical implementation processes, including environment setup, deployment requirements, and necessary integrations for successful onboarding.
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Key Responsibilities
- Lead business onboarding sessions with client business, technical, and architecture teams to explain business processes, platform capabilities, onboarding requirements, and end-to-end workflows, ensuring alignment on objectives, roles, responsibilities, and implementation timelines.
- Drive production go-live readiness of clients by tracking technical dependencies, integration milestones, testing progress, outstanding defects, and operational prerequisites to ensure production rollout is completed on schedule.
- Proactively identify and mitigate delivery risks that could impact production timelines, escalating critical blockers to relevant stakeholders and driving resolution through to closure.
- Guide clients on interpreting API specifications, mapping internal data models, and managing request/response flows.
- Explain infrastructure prerequisites, including sizing, networking requirements, and security configurations and provisioning.
- Support clients in understanding business flows and data exchange patterns.
- Coordinate end-to-end production deployment activities, ensuring completion of connectivity validation, SIT/UAT, security checks, configuration readiness, and production sign-off before go-live.
- Act as the gatekeeper for L3 support, managing escalation workflows, coordinating with Engineering, DevOps, and QA, ensuring timely resolution.
- Maintain deep familiarity with the product and platform to effectively triage issues, validate client-reported problems, and orchestrate L3 support activities.
- Serve as the central point of contact for tracking readiness and integration progress across all clients, maintaining consolidated dashboards and status views.
- Collaborate internally with product, engineering, and onboarding teams to ensure consistent messaging and smooth client enablement.
- Ensure a high standard of customer service and satisfaction by maintaining clear and proactive communication, setting appropriate expectations, providing timely updates, and effectively addressing client concerns.
- Track and report key delivery and service metrics, including onboarding progress, production readiness, go-live adherence, incident resolution timelines, and customer feedback to support continuous improvement.
- Drive continuous improvement in onboarding and support processes by identifying recurring technical challenges, documenting lessons learned, maintaining implementation guidelines and knowledge repositories, and recommending improvements to enhance delivery efficiency and customer experience.
Core Skills
- Business and Technical Understanding: Ability to comprehend business requirements, platform capabilities, and technical dependencies to support successful client onboarding; willingness to learn.
- Stakeholder Coordination: Strong understanding of coordinating across business, technical, and operational teams to facilitate effective implementation.
- Client Engagement and Communication: Skilled at conducting client workshops, explaining processes and requirements, and translating complex information into clear implementation steps.
- Implementation and Readiness Management: Ability to guide clients through onboarding activities, track dependencies, and ensure readiness for implementation and production rollout.
- Issue and Escalation Management: Ability to coordinate issue resolution, manage escalations, and collaborate with internal teams to secure timely outcomes.
- Business Process Awareness: Understanding of KYC Data Flow Awareness is a bonus; knowledge of business processes, operational workflows, and regulatory requirements to support effective client onboarding and platform adoption.
Candidate Background
Candidates who excel in this role typically come from one or more of the following fields:
- System Integration / Middleware Consulting
- API Product Implementation / Technical PreSales
- Enterprise Architecture / Solution Architecture (Junior–Mid Level)
- Fintech Implementation (KYC, Onboarding, Banking, Regulatory Platforms)
Experience Requirements
- Educational background, preferably in Information Technology, Computer Science, or Engineering. Bachelor's degree is a prerequisite; an MBA or MSc is desired.
- 8-10 years of overall experience, preferably in technical consulting, system integration, API-based product implementation, or enterprise onboarding roles.
- Experience in Agile, Scrum, and Waterfall frameworks.
- Exposure to cloud environments (Azure preferred) and Kubernetes concepts (AKS).
- Experience managing L3 support workflows or technical escalation processes.
- Experience working with banks, regulators, or large enterprises is a strong advantage.
- Ability to communicate complex technical concepts to mixed audiences (architects, developers, business teams).
Benefits
- Competitive compensation package
- Opportunity to work on national-scale eKYC infrastructure in the UAE
