Ibrahiem Salah
Summary
Technical Support Leader with 12+ years of experience driving service delivery and technical operations across multiple industries. Specialized in SaaS , application services , and digital payments , with a focus on orchestrating cross-functional teams and optimizing system reliability. Extensive experience in high-growth environments, managing incident lifecycles, and aligning technology strategies with business goals. A dedicated mentor committed to fostering innovation and scaling operational processes.
Overview
13
13
years of professional experience
Work History
Global Technical & Integration Support Manager
Paymob
08.2023 - Current
- Owned the end-to-end technical support lifecycle for API and application services, strictly adhering to Service Level Agreements (SLAs) while driving initiatives that improved Customer Satisfaction (CSAT) and partner trust.
- Directed daily technical operations by establishing robust Standard Operating Procedures (SOPs) and incident management protocols to streamline workflows and ensure consistent service delivery excellence.
- Led end-to-end payment gateway integrations for merchants and partners, working closely with stakeholders from initial planning and execution to successful go-live for online transactions.
- Provided technical leadership in presales meetings and deal structuring, translating bespoke merchant needs into actionable technical requirements while overseeing change management processes for custom solutions.
- Spearheaded acceptance ratio optimization across 20+ acquiring banks and payment gateway partners, directly impacting revenue and commercial performance in the MENA region.
- Served as the primary technical lead for gateway providers, managing complex integrations with 3-D Secure, fraud detection, and middleware frameworks to ensure seamless application performance.
- Enhanced operational visibility and system reliability by building real-time dashboards using Grafana and Prometheus for proactive alerting, latency tracking, and callback monitoring.
- Introduced AI-driven root cause analysis in the Night Watcher NOC, significantly reducing Mean Time to Resolve (MTTR) and enhancing the reliability of mission-critical systems.
- Managed resource planning and shift schedules to ensure maximum coverage during peak hours, cultivating a high-performance culture through mentorship, clear performance goals, and structured feedback.
- Orchestrated cross-functional collaboration between engineering, product, and support teams to resolve complex integration issues and ensure 24/7 uptime.
Technical Support Manager
Thndr
01.2023 - 07.2023
- Led a team managing fintech applications for stock trading and investments, focusing on API reliability and user issue resolution.
- Implemented escalation processes that reduced downtime and improved first response time.
- Aligned support operations with engineering and product teams to enhance user satisfaction.
- Tracked KPIs and created continuous improvement plans.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Oversaw development and implementation of improvements to support network operations.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Increased customer satisfaction ratings to 90%.
Global Technical Support Manager
Swvl
07.2019 - 01.2023
- Directed a global SaaS technical support team covering 37 cities across 16 countries, supporting diverse mobility service categories (B2B, B2B2C, DRT, B2G, and Dynamic Routing).
- Ensured 24/7 service continuity and customer success by effectively managing the Night & Weekend technical engineering teams, establishing robust support processes for off-hours operations.
- Oversaw team development and performance, managing the career growth of technical engineers and leading critical project management processes beyond day-to-day activities.
- Technical Operations & Systems Administration
- Administered and optimized the Atlassian ecosystem (Jira Cloud, Confluence) and Slack, configuring add-ons and system settings to maximize team efficiency and operational performance.
- Designed and maintained operational workflows, creating custom fields, dashboards, Kanban/Scrum boards, and detailed reporting structures to track team productivity and project status.
- Monitored system operations and led troubleshooting initiatives, developing new technical solutions and assigning resources to resolve emerging issues based on severity and user impact analysis.
- Cross-Functional Orchestration
- Acted as the central liaison between Operations, Product, and Engineering teams, serving as the primary communication point for squads and stakeholders to align on domain-level objectives.
- Orchestrated incident response and problem management, leading action teams to correct critical issues and prioritizing fixes based on quantified user impact data.
- Engaged with delivery teams and key stakeholders throughout the project lifecycle to ensure seamless service delivery and alignment with business goals.
- Product Quality & Customer Satisfaction
- Managed User Acceptance Testing (UAT) and quality assurance for new features, collaborating with software development teams to validate release fixes and identify bugs before deployment.
- Verified technical documentation and requirements, ensuring that delivered solutions strictly adhered to client vision and project specifications.
- Championed customer satisfaction (CSAT), actively validating client requirements and following up after support engagements to ensure full problem resolution and alignment with customer needs.
Digital Support Supervisor
Telecom Egypt
10.2015 - 07.2019
- Led a team of digital support specialists enhancing service delivery and efficiency.
- Monitored employee and customer interactions to assess quality of service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Created, prepared, and delivered reports to various departments.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Managed specialist team to provide technical assistance and customer service.
- Implemented training programs reducing onboarding time and improving service quality.
- Developed internal documentation and troubleshooting guides for faster issue resolution.
Senior Technical Support Advisor
Etisalat UAE
03.2015 - 10.2015
- Handled technical escalations for internet, IPTV, and hosting services.
- Supported B2B clients and resolved end-user issues to maintain satisfaction.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Senior Complaint Handling Specialist
Orange Egypt
01.2013 - 02.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Completed data entry to record call notes, suggestions and questions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor's Degree - Business Administration And Management
Modern Academy
Cairo, Maadi01.2009
Skills
- Application Support Management
- Technical Support Management
- Dashboard Monitoring
- Payment Gateway Integration
- Incident Lifecycle Management
- Escalations Management
- Process design
- Training and mentoring
- ITIL
- Policy enforcement
- Operations management
- Ticketing systems
- Account management
- Problem management
- User acceptance testing
- Technical documentation
- API integration
LANGUAGES
English
Full Professional
Arabic
Native or Bilingual
Timeline
Global Technical & Integration Support Manager
Paymob
08.2023 - Current
Technical Support Manager
Thndr
01.2023 - 07.2023
Global Technical Support Manager
Swvl
07.2019 - 01.2023
Digital Support Supervisor
Telecom Egypt
10.2015 - 07.2019
Senior Technical Support Advisor
Etisalat UAE
03.2015 - 10.2015
Senior Complaint Handling Specialist
Orange Egypt
01.2013 - 02.2015
Bachelor's Degree - Business Administration And Management
Modern Academy