About the Role
This position is responsible for leading comprehensive enterprise IT Infrastructure Operations, ensuring the operational excellence of the infrastructure spanning Data Center, Servers, Networks, Linux/Unix systems, Cloud environments, and more. The ideal candidate will manage a skilled team of over 25 members, drive improvements, oversee incidents and changes, and maintain compliance with established standards. This role requires a strong leader who can navigate a complex IT landscape while ensuring the highest levels of service performance and reliability.
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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, including 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.
- Collaborate 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 Wipro, Cognizant, 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.
