Technical Supervisor – Product Support (Healthcare IT)

About the role

The Technical Supervisor – Product Support will lead a Dubai‑based team delivering technical support for InterSystems healthcare applications. The role combines people management with hands‑on technical guidance to ensure high‑quality, safe delivery of services.

Key responsibilities

• Lead, coach and develop a team of Technical Specialists, fostering a proactive service culture.
• Set objectives, monitor performance, prioritize work and manage workloads, backlogs and service‑level commitments.
• Ensure appropriate team coverage, including extended‑support arrangements and recruitment/onboarding.
• Act as escalation point for customers and internal teams, coordinating with regional and global Support, Implementation and Product groups.
• Provide technical guidance on complex issues, customisations, interfaces, reports, migrations and upgrades.
• Enforce change‑control, peer‑review, testing and release‑management standards.
• Support technical implementations, upgrades and customer go‑lives, promoting root‑cause analysis and knowledge sharing.
• Identify recurring problems and drive improvements in quality and efficiency.

Required profile

• Significant experience in technical development, application support or healthcare systems.
• Previous experience leading, supervising or mentoring technical staff.
• Deep knowledge of at least one InterSystems product, preferably TrakCare.
• Understanding of software development, testing and change‑control principles.
• Proven ability to prioritize competing demands and meet agreed deadlines.
• Strong communication, presentation and technical documentation skills.
• Ability to work effectively in a multicultural, geographically distributed organisation.
• Willingness to travel and work outside normal office hours when required.

Required skills

• InterSystems TrakCare (or other InterSystems product)
• HTML
• JavaScript
• SQL and data analysis
• Database design and methodologies
• Software development and testing
• Change‑control processes