Manager, Infrastructure & Service Management
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Key skills for this role
About the Role
Oversee IT infrastructure planning, implementation, and security management while ensuring high availability, compliance, and continuous improvement of services.
Key Skills for This Role
Responsibilities
- Oversee planning, implementation, operation, and maintenance of IT infrastructure and network services
- Lead design and management of network architecture, capacity planning, and system monitoring
- Manage infrastructure and network security operations including firewalls, IDS/IPS, VPNs, and vulnerability management
- Develop and enforce information security policies and incident response procedures
- Lead IT infrastructure and support teams, fostering a high performance culture
- Oversee IT service desk and end user support operations ensuring SLA compliance
- Implement IT service management processes including incident, problem, change, asset, and configuration management
- Manage budgets, vendor relationships, and contracts for cost effective service delivery
- Promote continuous improvement through process optimization and automation
- Ensure high availability of critical systems through proactive monitoring and disaster recovery
Requirements
- Experience in IT infrastructure and network management
- Experience in security operations and compliance
- Leadership and team management experience
- Budget and vendor management experience
Full Job Posting
Role Overview
- Oversee the planning, implementation, operation, and maintenance of IT infrastructure and network services to ensure availability, reliability, scalability, and optimal performance aligned with organizational needs.
Key Responsibilities
- Lead the design and management of network architecture, infrastructure capacity planning, system monitoring, and performance optimization to ensure high availability of critical systems, including backup and disaster recovery readiness.
- Manage infrastructure and network security operations, including firewalls, intrusion detection/prevention systems, VPNs, access controls, and vulnerability management, ensuring compliance with internal policies and external audit requirements.
- Develop, implement, and enforce information security policies, procedures, and controls, including risk assessments, security monitoring, and incident response management.
- Lead and manage the IT infrastructure and support teams, fostering a high performance, inclusive, and service oriented culture while ensuring effective prioritization and resource allocation.
- Oversee IT service desk and end user support operations, ensuring timely resolution of incidents, SLA compliance, user satisfaction, and continuous improvement of support processes.
- Implement and manage IT service management processes, including incident, problem, change, asset, and configuration management, ensuring proper documentation, governance, and standardization across infrastructure components.
- Manage assigned budgets, vendor relationships, contracts, and service providers to ensure cost effective delivery of services in alignment with QNL policies and strategic objectives.
- Promote continuous improvement through process optimization, automation initiatives, staff development, and end user awareness and training programs.
- Strengthen security posture by addressing vulnerabilities, enforcing access controls, and ensuring compliance with internal policies and external audit requirements.
- Ensure high availability of critical systems through proactive monitoring, maintenance, and capacity planning, supported by robust backup and disaster recovery procedures.
Additional Duties
- Other duties as assigned and defined by the scope, purpose, and spirit of the institution.
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