Modern refineries are complex, very high in value of production. They are expected to function for years to come, with ability to handle the changes in technology and feed quality. The aging of a refinery and continuous increases of vendors and contractors force the refinery’s operation management to design a strategic approach which can capture these changes. Therefore, this paper explores and outlines the nature of the support system design for a refinery in order to comply with strategic transformation. The research work explores the operation support system from a range of perspectives, by interviewing managers from across the refinery organization. The factors contributing to complexity of a support system are described in the context presented, which clusters them into several key areas. It is proposed that SSE framework may then be used as analytical tool for managing and designing support system(s). The paper will conclude with discussion of potential application and strategic views of the framework. Also, it will designate the opportunities for future work.