Manager - Technical Infrastructure Specialist

Job description

• Location: Jeddah, Saudi Arabia • Work Mode: On-site • Nationality: Saudi National Mandatory Key Responsibilities • Lead end-to-end enterprise IT Infrastructure Operations across Data Center, Servers, Networks, Linux/Unix, Endpoint, Deskside Support, SOC, NOC, Storage, Backup, and Cloud environments. • Manage a multidisciplinary infrastructure team of 25+ members across multiple technologies. • Ensure high availability, performance, capacity, reliability, and operational readiness of infrastructure services. • Own and manage SLA, OLA, KPI, and uptime targets . • Lead Major Incident Management, service restoration, escalation, and Root Cause Analysis (RCA). • Oversee Incident, Problem, and Change Management processes in line with ITIL practices. • Drive proactive monitoring and continuous improvement of infrastructure services. • Develop and execute Service Improvement Plans (SIP) . • Maintain operational dashboards and provide service performance reports to senior management. • Work closely with SOC and security teams to maintain a strong cybersecurity posture . • Ensure compliance with ITIL, ISO, risk, security, and governance requirements . • Manage infrastructure-related operational, security, and compliance risks. • Drive automation and AI-enabled improvements within IT infrastructure operations. • Identify potential Agentic AI use cases for monitoring, incident management, service operations, and infrastructure optimization. • Manage technology vendors and service providers against agreed SLAs and KPIs. • Work closely with business stakeholders and senior leadership on infrastructure strategy, operational performance, risks, and improvement initiatives. • Support Business Continuity and Disaster Recovery requirements for critical infrastructure. Must Have • 18-20 years of experience in IT Infrastructure Operations, Service Delivery, and Infrastructure Management. • Saudi National. • Strong experience working within the KSA region . • Proven experience managing 25+ team members across multiple infrastructure technologies. • Strong experience in enterprise infrastructure environments covering multiple areas such as: • Data Center • Servers & Virtualization • Networks, including LAN, WAN, Wi-Fi and SD-WAN • Linux/Unix • Endpoint & Deskside Support • SOC/NOC • Storage & Backup • Cloud Infrastructure • Core technical expertise in at least 2 infrastructure technologies . • Strong experience with ITIL processes and IT Service Management . • Good understanding and working knowledge of ISO processes/standards . • Strong experience in SLA/KPI management, Incident Management, Problem Management, Change Management, and RCA . • Experience developing and implementing Service Improvement Plans . • Good understanding of Risk and Compliance Management . • Understanding and practical exposure to Automation and AI in IT operations. • Strong leadership and people-management capabilities. • Excellent stakeholder management and communication skills . • Ability to manage critical incidents and infrastructure escalations in a large enterprise environment. Good to Have • Experience working with a leading IT services organization such as the employer, the employer, LTI, or a similar organization. • Exposure to AI-driven IT Operations / AIOps . • Understanding of Agentic AI and its potential use cases in infrastructure and service operations. • Experience implementing infrastructure and service management automation initiatives . • Experience managing hybrid Cloud and on-premises infrastructure . • Exposure to enterprise SOC and NOC operations . • Experience with infrastructure monitoring, observability, and operational dashboarding tools. • Exposure to Business Continuity Management (BCM) and Disaster Recovery. • Relevant certifications in ITIL, ISO, Cloud, Networking, Security, or Infrastructure Management would be an advantage. • Experience managing multiple vendors and third-party service providers in a large enterprise environment

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
• Employment Type: Full-time

Skills