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 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
