Manager - Technical Infrastructure Specialist

Position Overview

We are seeking a seasoned and dynamic Manager - Technical Infrastructure Specialist to oversee and elevate our enterprise IT infrastructure operations in Riyadh, Kingdom of Saudi Arabia. This pivotal leadership role demands a professional with extensive technical expertise, operational acumen, and a strategic vision to drive innovation, automation, and AI-enabled efficiencies across our Data Center, Servers, Networks, Linux Platforms, Deskside Support, Security Operations Center (SOC), Network Operations Center (NOC), and Endpoint environments.

The ideal candidate will be a forward-thinking leader capable of balancing technical excellence with exceptional stakeholder management, ensuring high availability, service reliability, and robust cybersecurity posture while fostering a culture of continuous improvement. This role is instrumental in aligning IT infrastructure services with business objectives, maintaining stringent SLA compliance, and championing the adoption of cutting-edge technologies such as AI and Agentic AI to transform IT operations.

Key Responsibilities

The Manager - Technical Infrastructure Specialist will be responsible for the following core functions:

• Infrastructure Delivery Management:
  • Lead the end-to-end operations of enterprise IT infrastructure, including Data Center Infrastructure, Server & Virtualization Platforms, Network Infrastructure (LAN, WAN, Wi-Fi, SD-WAN), Linux & Unix Platforms, Deskside Support Services, SOC, NOC, Storage, and Backup systems.
  • Ensure the operational readiness, high availability, and reliability of all infrastructure components.
  • Drive proactive monitoring, incident management, problem management, and root cause analysis to minimize disruptions and enhance system performance.
  • Oversee capacity planning, performance optimization, and system uptime to meet business demands.
• Service Delivery & SLA Management:
  • Establish and maintain service levels that align with business requirements and stakeholder expectations.
  • Monitor and achieve Service Level Agreements (SLA), Operational Level Agreements (OLA), Key Performance Indicators (KPI), and uptime targets consistently.
  • Lead major incident management and service restoration activities, ensuring swift resolution and minimal impact on operations.
  • Develop and maintain operational dashboards and executive reports to provide transparency on service performance and infrastructure health.
  • Champion ITIL best practices and service management processes to enhance operational efficiency and service quality.
• Strategic Leadership & Innovation:
  • Foster a culture of continuous improvement through automation, AI, and Agentic AI adoption to streamline IT operations and drive operational efficiencies.
  • Collaborate with cross-functional teams to identify opportunities for technological advancements and process optimizations.
  • Ensure robust cybersecurity measures are integrated into infrastructure operations to mitigate risks and maintain compliance with industry standards.
  • Develop and implement service improvement plans to enhance service delivery and operational resilience.

Qualifications & Experience

To excel in this role, candidates must meet the following requirements:

• Must Have:
  • Minimum of 12-13 years of progressive experience in IT infrastructure management, with a proven track record of leading teams of 25+ members across multiple technologies, including helpdesk, server, network, and cloud environments.
  • Strong expertise in ITIL and ISO processes, with a deep understanding of service management frameworks and compliance requirements.
  • Core technical proficiency in at least two critical infrastructure domains, such as networking, servers, or cloud platforms.
  • Hands-on experience with automation tools and AI-driven solutions to enhance operational efficiency and service delivery.
  • Solid understanding of risk and compliance management, including data security, regulatory adherence, and governance frameworks.
  • Demonstrated ability to develop and execute service improvement plans that drive measurable outcomes.
• Good to Have:
  • Prior experience working with reputable IT service companies such as Wipro, Cognizant, LTI, or similar organizations.

Location & Eligibility

This is an onsite position based in Riyadh, Kingdom of Saudi Arabia. Candidates must currently reside in KSA and be Indian nationals actively working in the region. The role offers a long-term career opportunity with the potential for professional growth and impact in a dynamic and evolving IT landscape.