Manager - Technical Infrastructure Specialist

Datamatics Global Service; Saudi Arabia; On-site; SAR 350,000 - 650,000; Full time

Job summary

Datamatics Global Service in Jeddah, Saudi Arabia, seeks a seasoned IT Infrastructure Operations leader to drive end-to-end data center, network, server, Linux/Unix, SOC/NOC, storage, backup and cloud services on-site.

You will manage a 25+ member team, ensure high availability, define SLAs/OLAs, lead major incident management, ITIL processes, and drive automation and AI-powered improvements while aligning with risk and compliance.

Qualifications

• 18–20 years of experience in IT infrastructure operations, service delivery and management.
• Saudi national; strong experience in the KSA region.
• Proven leadership of 25+ team members across multiple technologies.
• Expertise in data center, servers, networks, Linux/Unix, SOC/NOC, storage and cloud.
• Strong ITIL, incident/problem/change management and RCA skills.

Responsibilities

• Lead end-to-end IT infrastructure operations across data center, servers, networks, Linux/Unix, end-user support, SOC/NOC, storage, backup and cloud.
• Manage multidisciplinary team of 25+ members across technologies.
• Ensure high availability, performance, capacity, reliability, and readiness of services.
• Own SLAs, OLAs, KPIs and uptime targets; drive Major Incident Management.
• Oversee incident, problem and change management per ITIL; drive SIP and continuous improvement.
• Develop dashboards and reports; coordinate with SOC and security for cybersecurity posture.
• Ensure compliance with ITIL, ISO, risk, security and governance requirements; manage risks.
• Drive automation and AI-enabled improvements; identify Agentic AI use cases.

Skills

IT Infrastructure Operations

Service Delivery

Leadership

Stakeholder management

Communication skills

Automation & AI

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL processes

ISO standards

Cloud infrastructure

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