Manager - Technical Infrastructure Specialist

Location: Riyadh, Riyadh, Saudi Arabia

• Location: Jeddah, Saudi Arabia
• Work Mode: On-site
• Nationality: Saudi National Mandatory
• Experience: 18–20 Years
• Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
• Employment Type: Full-time

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.