Senior Manager – IT Systems and Support

The Senior Manager – IT Systems & Support will lead the organization’s IT infrastructure, systems operations, and technical support functions, ensuring the availability, reliability, security, and continuous improvement of enterprise IT services. The role is responsible for end-to-end infrastructure and operations across Linux and Windows platforms, databases, storage and SAN, backup and recovery, hybrid/cloud environments, and end-user computing. The position will drive infrastructure modernization, operational excellence, automation, lifecycle management, and disaster recovery while ensuring alignment with business objectives, security standards, SLAs, and regulatory requirements. Key Responsibilities: • Develop and execute the IT Systems and Support strategy, aligned with business objectives, with a focus on scalability, resilience, cost optimization, modernization, service quality, and operational efficiency. • Lead end-to-end IT infrastructure and support operations across Linux, Windows, databases, storage/SAN, backup and recovery, cloud/hybrid infrastructure, and end-user computing environments. • Drive infrastructure modernization and technology lifecycle management across on-premises and hybrid environments, including servers, operating systems, storage, SAN, firmware, backup platforms, and end-user technologies. • Establish and maintain a future-ready infrastructure environment, ensuring platforms remain on vendor-supported or N-1 compliant versions and are proactively managed for obsolescence and end-of-life risks. • Own the organization’s Disaster Recovery (DR) and Business Continuity Planning (BCP) strategy, including planning, implementation, testing, governance, and continuous improvement. • Ensure infrastructure and recovery capabilities consistently meet defined RTO, RPO, availability, and business continuity requirements. • Ensure high availability, operational stability, and compliance with agreed SLAs and service performance targets across all infrastructure and support functions. • Govern the execution of patching, upgrades, firmware updates, vulnerability remediation, and platform lifecycle management across the IT environment. • Strengthen infrastructure security by ensuring appropriate security controls, vulnerability management, patch compliance, hardening, risk mitigation, and audit requirements are implemented and continuously monitored. • Lead daily IT operations, including incident, problem, change, capacity, availability, and demand management, ensuring timely resolution and minimal business disruption. • Drive automation, standardization, monitoring, and process optimization to improve service quality, reduce operational risk, and increase efficiency. • Establish and implement operational standards, procedures, and best practices in line with IT service management and industry frameworks. • Own capacity and demand management across cloud, compute, storage, and other infrastructure environments, ensuring appropriate scalability and cost management. • Manage technology vendors, service providers, and strategic partners, ensuring contractual commitments, SLAs, service quality, and commercial objectives are achieved. • Lead, mentor, and develop technical teams, fostering a culture of accountability, collaboration, innovation, continuous improvement, and high performance. • Partner closely with business stakeholders, IT leadership, cybersecurity, applications, and other technology teams to translate business requirements into effective technical solutions and operational outcomes. • Provide leadership during major incidents, infrastructure outages, DR exercises, and other critical operational events. Required Qualifications & Experience: • Bachelor’s degree in Computer Science, Information Technology, Electronics, Engineering, or a related discipline. • 13–15+ years of IT experience, including at least 5 years in a senior infrastructure, systems, cloud operations, or IT operations leadership role. • Proven experience leading large-scale enterprise, cloud, and hybrid infrastructure environments. • Strong experience managing enterprise infrastructure across Linux, Windows, databases, storage/SAN, backup, cloud, and end-user computing. • Demonstrated experience in DR/BCP planning, implementation, testing, governance, and execution, with a strong understanding of RTO/RPO requirements. • Strong hands-on understanding of infrastructure lifecycle management, including patching, upgrades, firmware management, version control, N-1 compliance, and technology obsolescence. • Proven experience in 24x7 production operations, incident management, SLA governance, and operational service management. • Strong knowledge of IT security controls, vulnerability management, infrastructure hardening, audit compliance, and risk management. • Demonstrated success in leading technical teams, managing vendors, and working with senior business and technology stakeholders. • Strong understanding of ITIL/service management principles, including incident, problem, change, availability, capacity, and service-level management. • Professional certifications such as ITIL 4, Microsoft, Linux, or major cloud platform certifications are highly desirable. • Strong written and verbal communication skills in English are required; Arabic language proficiency is highly preferred. • Strong ability to translate business requirements into practical, scalable, and sustainable technology solutions. 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Bachelor’s degree in Computer Science, Information Technology, Electronics, Engineering, or a related discipline. 13–15+ years of IT experience, including at least 5 years in a senior infrastructure, systems, cloud operations, or IT operations leadership role.

Develop and execute the IT Systems and Support strategy aligned with business objectives; lead end-to-end IT infrastructure and support operations across Linux, Windows, databases, storage/SAN, backup and recovery, cloud/hybrid infrastructure, and end-user computing; drive infrastructure modernization and lifecycle management; manage DR and BCP strategy including planning, testing, governance, and continuous improvement; ensure RTO/RPO, availability and continuity requirements; maintain high availability and SLA adherence; lead patching, upgrades, vulnerability remediation, and lifecycle management; strengthen infrastructure security and audit compliance; manage daily IT operations including incident, problem, change, capacity, availability, and demand management; drive automation, standardization, monitoring, and process optimization; establish operational standards and IT service management practices; manage capacity and demand across cloud, compute, storage and other environments; manage vendors and partners; lead and develop technical teams; collaborate with stakeholders to translate requirements into technical solutions; provide leadership during major incidents and DR exercises.