Senior Infrastructure Analyst- IT Infrastructure & Services

Roads and Transport Authority; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Roads and Transport Authority in Dubai is seeking an experienced IT infrastructure specialist to execute advanced technical, quality, and process responsibilities that support, monitor, and improve IT operations.

You will apply ISO 20000 and ITIL frameworks, coordinate with IT Managed Services vendors, ensure contractual SLAs, monitor KPIs, and drive continual service improvement to maximize infrastructure value.

Qualifications

• Experience in IT service management and ITIL/ISO 20000 aligned programs.
• Proven ability to coordinate vendors and manage SLAs.
• Strong focus on quality assurance and process improvement.

Responsibilities

• Contribute to quality assurance programs aligned with ISO 20000 and ITIL.
• Support IT infrastructure strategies, ensuring best practices and compliance.
• Evaluate technologies and vendors to align with IT plans.
• Provide technical and process support to managed services vendors to meet SLAs.
• Monitor infra KPIs, audits, and be proactive in service improvements.

Skills

ITIL frameworks

Vendor coordination

Quality assurance

Service management

Education

Bachelor's degree in related field

Master's degree in related field

Job description

Perform advanced technical, quality, and process responsibilities to support, monitor, and improve RTA’s IT infrastructure operations. Deliver hands‑on expertise in service management frameworks, compliance, and vendor coordination to maximize the

effectiveness, availability, and value of infrastructure investments.

Roles and Responsibilities

• Contribute technical input to quality assurance programs and support initiatives aligned with ISO 20000 and ITIL frameworks.
• Support IT infrastructure operational strategies, ensuring best practices are consistently applied to maintain compliance and service excellence.
• Participate in the evaluation and selection of technologies and vendors to align with organizational IT plans.

Operations

• Provide technical, process, and quality support to IT Managed Services vendors, ensuring contractual service levels are met.
• Conduct infrastructure process health checks, support audits, and implement corrective actions to close findings within agreed timelines.
• Monitor and validate infrastructure KPIs and SLAs, facilitating service improvement plans and periodic service reviews.
• Maintain stable operations of software systems, network connections, servers, and storage environments in line with performance objectives.
• Manage and administer vendor relationships, including SLAs and contracts, to support consistent infrastructure operations.
• Develop and maintain policies, procedures, and templates for IT service management, including process design, revision, and documentation.
• Facilitate communications between IT, business units, and service providers to ensure clear understanding and compliance with defined SLAs.
• Track and monitor software/hardware licenses and IT assets throughout their lifecycle to maintain contractual and compliance obligations.

Product / Process Improvement

• Optimize infrastructure components to achieve high availability, security, and operational cost‑efficiency.
• Support continuous improvement initiatives in service management processes and help enforce best practice methodologies such as Six Sigma.
• Participate in pre-audit health checks, process reviews, and risk assessments, recommending improvements to enhance infrastructure quality and compliance.
• Provide subject matter input to technology spending processes, procurement, and vendor onboarding to improve IT infrastructure value and performance.

Job Qualifications & Requirements

• Experience: 3+ years in case of master’s degree (5+ years in case of bachelor’s degree) in related field