About the Role
The Technical Specialist Supervisor will lead a Dubai-based team responsible for technical support for the company's 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. This role includes acting as an escalation point for customers and internal teams and working 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.
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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 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 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
Contract and Travel Details
- International travel may be required for this role.
- Participation in the 24-hour extended support service may also be required.
