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
Egypt - UAE - KSA - Oman - Pakistan
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
Egypt
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
Middle East & Africa - Europe - Americas
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
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
Egypt
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
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