Role Summary
JOB DESCRIPTION
The
Service Line Manager – Managed Infrastructure Services is accountable for the operational stability, performance, and continuous improvement of on-premise infrastructure services, including data centers, servers, storage, virtualization, and network platforms.
The role focuses on executing operational plans, ensuring service availability, managing escalations, and driving compliance with organizational, contractual, and regulatory requirements. The role works closely with internal delivery leaders, security services, vendors, and functional teams to resolve complex operational challenges and ensure infrastructure reliability that directly supports business outcomes.
Responsibilities
Roles & Responsibilities
Strategic
- Execute infrastructure operational plans aligned with organizational and service delivery objectives.
- Identify process gaps and operational inefficiencies and recommend improvement initiatives.
- Ensure adherence to organizational policies, standards, and compliance requirements.
- Provide inputs to refine infrastructure policies and operational frameworks.
Operational
- Oversee infrastructure monitoring tools and dashboards for proactive issue detection.
- Lead resolution of complex infrastructure incidents and act as escalation point.
- Ensure infrastructure performance meets agreed SLAs and service levels.
- Drive root cause analysis for major or non-repeatable incidents.
- Review and approve infrastructure changes, ensuring risk mitigation and minimal service impact.
- Coordinate change scheduling, stakeholder communication, and risk assessments.
- Manage vendor relationships, including SLAs, maintenance contracts, and escalations.
- Collaborate with internal delivery and security teams for aligned operations.
- Identify infrastructure risks and recommend mitigation strategies.
- Ensure compliance with regulatory, contractual, and industry standards.
- Provide regular operational reports, dashboards, and risk updates to senior leadership.
- Maintain accurate infrastructure documentation, SOPs, diagrams, and configuration records.
- Support audits, capacity planning, and knowledge transfer activities.
People Management
Culture
- Promote alignment with Malomatia's values, culture, and ways of working.
- Foster collaboration, accountability, and operational discipline.
Career Planning & Development
- Provides guidance and direction to direct repartees by managing their performance through appropriate feedback and counseling
- Provides inputs about project team members in their performance appraisal and recommendations for promotion and bonuses/incentives
- Facilitates succession planning for critical roles
- Track the progress and offer support for the advancement of the knowledge and skills.
- Supports leadership & functional capability building initiatives through training as per organization's guidelines
- Provides inputs about project team members in their performance appraisal and recommendations for promotion and bonuses/incentives.
Employee Engagement
- Drive high levels of employee engagement and retention.
- Mentor and develop team members to achieve operational and people excellence.
Qualifications
Job Specifications
Desired Educational Background
Bachelor's degree in Computer Science, IT, or related field from a recognized university
Language Requirement
- English (mandatory)
- Arabic (preferred)
Desired Experience
- Minimum 8+ years of experience in infrastructure services (on-prem data centers, servers, storage, virtualization, networking)
- Proven experience in managing and optimizing enterprise infrastructure environments
- Hands-on exposure to Incident, Problem, and Change Management
- Familiarity with ITIL or equivalent service management frameworks
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
Technical
- Infrastructure Operations Management
- Service Delivery & Client Engagement
- Project & Change Management
- Operational Excellence
Behavioral
- Critical Thinking & Problem Solving
- Customer Centricity
- Results Orientation
- Team Leadership & Development
- Attention to Detail
- Collaboration & Cultural Alignment
- Strong Interpersonal Skills
About Malomatia
ABOUT US
malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.
Our mission
Empowering Qatar's businesses and governments to leap into the digital future with agile, knowledge-driven solutions.
Our vision
To become Qatar's trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.
Driving change that makes a real impact
Since 2008, malomatia has been driving Qatar's digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation's vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar's sustainable future.
About The Team
Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.
Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.
Join us in shaping the future of technology in Qatar
