Manager - Technical Infrastructure Specialist

Datamatics-Global-Services-Ltd; Riyadh; On-site; SAR 350,000 - 600,000; Full time

Job summary

Datamatics-Global-Services-Ltd leads in IT infrastructure services in Saudi Arabia and seeks a seasoned leader to direct end-to-end operations across data centers, servers, networks, Linux/Unix, SOC/NOC, storage and cloud.

The role manages a 25+ member multidisciplinary team, ensures uptime targets and service performance, and drives ITIL-aligned incident, problem and change management with senior stakeholders.

Qualifications

• 18–20 years of experience in IT infrastructure operations, service delivery and management.
• Saudi national.
• Experience leading large teams (25+ members) across multiple infrastructure technologies.
• Strong ITIL and ISO knowledge and governance experience.
• Experience with SLA/KPI management, incident, problem and change management.

Responsibilities

• Lead end-to-end enterprise IT Infrastructure Operations across Data Center, Servers, Networks, Linux/Unix, Endpoint, 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 RCA.
• Oversee Incident, Problem and Change Management in line with ITIL practices.
• Drive proactive monitoring and continuous service improvement of infrastructure services.
• Develop and execute Service Improvement Plans (SIP).
• Maintain operational dashboards and report service performance to senior management.
• Collaborate with SOC and security teams to maintain 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 in IT infrastructure operations.
• Identify Agentic AI use cases for monitoring, incident management and optimization.
• Manage vendors and service providers against SLAs and KPIs.
• Work with business stakeholders and leadership on infrastructure strategy and risk.

Skills

IT Infra Operations

Service Delivery

Infrastructure Management

Leadership

Stakeholder Management

Communication Skills

ITIL Proficiency

Education

Bachelor's degree in IT/CS/Engineering

Job description

• 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.