Lead - Managed Infra Services
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Key skills for this role
About the Role
Malomatia seeks a Service Line Manager to lead managed infrastructure services, ensuring operational stability and performance of on-premise data centers, servers, storage, and networks.
Key Skills for This Role
Responsibilities
- Execute managed infrastructure operational plans aligned with service delivery objectives and customer contractual commitments
- Own service stability, availability, and performance for managed infrastructure services
- Identify process gaps, operational inefficiencies, and service risks, driving continuous improvement
- Oversee and govern infrastructure monitoring tools and operational dashboards
- Lead resolution of complex infrastructure incidents as primary escalation point
- Drive Root Cause Analysis for major or recurring incidents
- Review, approve, and govern infrastructure changes ensuring risk mitigation
- Manage vendor and OEM relationships including SLA management and maintenance contracts
- Lead and develop the managed services team, promoting accountability and operational discipline
Requirements
- Bachelor's degree in Computer Science, IT, or related field
- 8+ years of experience in Infrastructure Operations and Managed Services
- Strong background working in a Managed Services Provider (MSP) or large system integrator
- Hands on experience supporting enterprise or government infrastructure environments
- Proven experience working in SLA driven, contract based service delivery models
- Familiarity with ITIL or equivalent service management frameworks
- English mandatory, Arabic preferred
Full Job Posting
Role Summary
- The Service Line Manager – Managed Infrastructure Services is accountable for operational stability, performance, and continuous improvement of on premise infrastructure services including data centers, servers, storage, virtualization, and network platforms.
Strategic Responsibilities
- Execute managed infrastructure operational plans aligned with Malomatia’s service delivery objectives and customer contractual commitments.
- Own service stability, availability, and performance for managed infrastructure services.
- Identify process gaps, operational inefficiencies, and service risks, recommending and driving continuous improvement initiatives.
- Ensure adherence to organizational policies, service standards, contractual SLAs, and regulatory requirements.
- Provide practical inputs to refine infrastructure operational policies, service frameworks, and runbooks.
- Proactively identify infrastructure risks and capacity constraints, recommending mitigation actions.
Operational Responsibilities
- Oversee and govern infrastructure monitoring tools and operational dashboards.
- Lead and own resolution of complex infrastructure incidents as primary escalation point.
- Ensure infrastructure services consistently meet agreed SLAs and availability targets.
- Drive Root Cause Analysis for major or recurring incidents and ensure corrective actions.
- Review, approve, and govern infrastructure changes ensuring risk mitigation.
- Coordinate change scheduling, stakeholder communication, and risk assessment.
- Manage vendor and OEM relationships including SLA management and maintenance contracts.
- Collaborate with internal delivery, security, and functional teams.
- Maintain accurate infrastructure documentation including SOPs, diagrams, and configurations.
People Management
- Lead and develop the managed services team, promoting accountability and collaboration.
- Provide ongoing performance feedback, coaching, and mentoring.
- Contribute inputs to performance appraisals, promotions, and incentive recommendations.
- Support skill development and succession planning for critical roles.
- Drive employee engagement and retention.
Job Specifications
- Bachelor’s degree in Computer Science, IT, or related field.
- English mandatory, Arabic preferred.
- 8+ years of experience in Infrastructure Operations and Managed Services.
- Strong background in MSP or large system integrator.
- Hands on experience supporting enterprise or government infrastructure.
- Proven experience in SLA driven service delivery.
- Familiarity with ITIL or equivalent service management frameworks.
- Exposure to government, utilities, finance, or regulated environments.
- Experience transitioning infrastructure from project to steady state managed service.
- Experience with vendors and OEM support models.
Job Specific Skills
- Strong knowledge of on prem infrastructure technologies.
- Monitoring tools, alerting, and proactive operations.
- Advanced troubleshooting and performance optimization.
- Data center operations (power, cooling, racks, hardware lifecycle).
- Exposure to hybrid/cloud environments (desirable).
- Basic understanding of information security and compliance.
Competencies
- Managed Infrastructure Operations
- SLA & Service Performance Management
- Incident & Escalation Ownership
- Root Cause Analysis
- ITIL based Service Management
- Team Leadership & Mentoring
- Presales Support & Service Transition
- Operational Governance & Compliance
- Critical Thinking & Problem Solving
- Customer Centricity
- Results Orientation
- Attention to Detail
About Malomatia
- Malomatia is a leading Qatar based IT services and solutions provider.
- Mission: Empowering Qatar’s businesses and governments to leap into the digital future.
- Vision: To become Qatar’s trusted knowledge partner in digital transformation.
- Since 2008, driving Qatar’s digital transformation through innovative, ISO certified IT solutions.
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