About the Role
We are seeking a highly skilled and results-oriented IT Infrastructure & Service Management Specialist to join our Information Technology team. This role is responsible for ensuring the stability, security, availability, and continuous improvement of the organization's IT infrastructure while delivering high-quality IT services aligned with business objectives.
The successful candidate will possess strong technical expertise across infrastructure, networking, cloud platforms, virtualization, and IT Service Management (ITSM). This position requires a proactive professional with excellent analytical, communication, and problem-solving skills who can effectively manage enterprise infrastructure, support business-critical systems, and drive operational excellence.
Key Responsibilities:
Infrastructure Administration
- Administer, monitor, maintain, and optimize enterprise IT infrastructure, ensuring maximum system availability and performance.
- Install, configure, upgrade, and maintain Windows Server, Linux, and other enterprise server operating systems.
- Manage Active Directory, Group Policy, DNS, DHCP, file services, and other core infrastructure services.
- Perform system health monitoring, capacity planning, performance tuning, and preventive maintenance.
- Develop and maintain infrastructure documentation, technical procedures, and operational standards.
- Ensure infrastructure compliance with organizational security policies and industry best practices.
Network Administration
- Configure, administer, and troubleshoot enterprise routing and switching environments.
- Monitor network performance and proactively resolve connectivity, latency, and performance issues.
- Manage LAN, WAN, VPN, wireless infrastructure, and network segmentation.
- Support firewall configurations, network security policies, and secure remote connectivity.
- Participate in network architecture planning and infrastructure expansion projects.
Cloud Infrastructure Management
- Deploy, administer, and optimize cloud environments across Microsoft Azure, Amazon Web Services (AWS), and Oracle Cloud Infrastructure (OCI).
- Manage cloud resources, virtual networks, storage, identity management, backup, and disaster recovery solutions.
- Monitor cloud performance, availability, utilization, and cost optimization.
- Implement cloud governance, security controls, and operational best practices.
- Support cloud migration and digital transformation initiatives.
Virtualization & Data Center Operations
- Administer VMware and Microsoft Hyper-V virtualization platforms.
- Manage virtual machines, storage, resource allocation, clustering, snapshots, and backups.
- Optimize virtualization environments to improve scalability, resilience, and operational efficiency.
- Support business continuity and disaster recovery strategies.
IT Service Management
- Lead the daily operation of IT Service Management processes in accordance with ITIL best practices.
- Manage customer-focused ticketing systems while ensuring compliance with established Service Level Agreements (SLAs).
- Monitor incident, problem, request, change, and asset management activities.
- Analyze recurring incidents and implement long-term corrective and preventive solutions.
- Develop service reports, KPIs, dashboards, and operational metrics for management.
- Drive continual service improvement initiatives across the IT organization.
Security & Compliance
- Implement infrastructure security standards, policies, and controls.
- Monitor system vulnerabilities and coordinate remediation activities.
- Support endpoint protection, identity management, access control, and security auditing.
- Participate in disaster recovery planning, backup validation, and business continuity testing.
- Ensure compliance with organizational governance, regulatory requirements, and cybersecurity standards.
Project Delivery
- Participate in infrastructure implementation, upgrade, migration, and modernization projects.
- Collaborate with vendors, external partners, and internal stakeholders throughout project lifecycles.
- Provide technical recommendations to improve infrastructure reliability, scalability, and operational efficiency.
- Evaluate emerging technologies and recommend suitable solutions aligned with business objectives.
Technical Support
- Provide advanced (Level 2/Level 3) technical support for infrastructure-related incidents.
- Troubleshoot complex hardware, software, networking, virtualization, and cloud-related issues.
- Mentor junior IT staff and provide technical guidance when required.
- Maintain high levels of customer satisfaction through timely issue resolution and effective communication.
Qualifications:
Education
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or a related discipline.
Professional Experience
- Proven experience in enterprise IT infrastructure administration and technical support.
- Demonstrated experience managing Windows Server and Linux environments.
- Strong practical experience with enterprise networking, including routing, switching, TCP/IP, VLANs, VPNs, DNS, and DHCP.
- Hands-on experience administering Microsoft Azure, AWS, and Oracle Cloud Infrastructure.
- Practical experience with VMware and Hyper-V virtualization platforms.
- Experience managing enterprise backup and disaster recovery solutions.
- Experience supporting enterprise security technologies and infrastructure.
- Demonstrated experience administering customer-focused IT Service Management and ticketing platforms.
- Experience participating in enterprise infrastructure implementation and migration projects.
Required Technical Skills
- Windows Server Administration
- Linux Administration
- Active Directory & Group Policy
- DNS, DHCP, TCP/IP
- Routing & Switching
- LAN/WAN Technologies
- VPN Technologies
- VMware
- Microsoft Hyper-V
- Microsoft Azure
- Amazon Web Services (AWS)
- Oracle Cloud Infrastructure (OCI)
- Infrastructure Monitoring
- Backup & Disaster Recovery
- Endpoint Security
- Microsoft 365 Administration
- IT Service Management (ITSM)
- Enterprise Ticketing Systems
- PowerShell or Bash scripting is considered an advantage.
Certifications
The following certifications are highly desirable:
- ITIL Level 3 Service Management Framework
- Microsoft Certified (Azure)
- AWS Certified
- Oracle Cloud Infrastructure Certification
- VMware Certified Professional (VCP)
- Cisco CCNA or CCNP (preferred)
- Microsoft Windows Server Certifications (preferred)
Competencies
The successful candidate should demonstrate the following competencies:
- Customer Focus
- Teamwork and Collaboration
- Communication and Influencing
- Executing with Excellence
- Analytical Thinking
- Problem Solving
- Accountability
- Planning and Organization
- Adaptability and Continuous Learning
- Decision Making
- Results Orientation
- Time Management
Language Requirements
- English: Fluent
- Arabic: Fluent or Professional Working Proficiency
