إرفاق
وصف الوظيفة
Position: IT Expert – Infrastructure & Support
Location: Dubai
Contract: Outsourced – 1 Year, Yearly Renewable
Client: Government Entity
About the Client
The client is a government entity that regulates public and private higher education institutions, drives national scientific research policies, manages government student scholarships, and issues official degree recognition and qualification equivalency services.
Job Purpose
Lead, manage, and continuously enhance the organization's IT Infrastructure and IT Support functions to ensure secure, reliable, scalable, and efficient technology services that support business operations and digital transformation initiatives.
The role is responsible for the strategic planning, governance, operation, and lifecycle management of enterprise infrastructure, networking, cloud platforms, end-user computing, telecommunications, IT service management, vendor engagement, and emerging technologies, including Artificial Intelligence solutions.
The IT Expert serves as the technical and operational owner of all infrastructure and support services, ensuring high service availability, cybersecurity compliance, user satisfaction, operational excellence, and alignment with organizational objectives.
Responsibilities
IT Infrastructure & IT Support
- Lead and oversee all IT Infrastructure and IT Support operations.
- Ensure the availability, performance, capacity, and reliability of infrastructure services.
- Maintain and continuously improve the IT Service Catalog.
- Establish, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Manage service lifecycle activities, including planning, implementation, support, enhancement, and retirement.
- Review and update technical documentation, user guides, and support knowledge bases.
- Communicate service updates, outages, maintenance activities, and improvement initiatives to stakeholders.
- Oversee change management activities and ensure proper governance of infrastructure changes.
- Monitor operational performance and implement continuous service improvement initiatives.
Procurement, Vendor & Contract Management
- Develop technical specifications, Statements of Work (SOW), Requests for Information (RFI), and Requests for Proposal (RFP).
- Lead technical evaluations, scoring, and vendor selection activities.
- Manage procurement processes for infrastructure, software, subscriptions, hardware, and managed services.
- Administer contract lifecycle management from initiation through renewal, extension, or termination.
- Conduct vendor performance reviews and service governance meetings.
- Manage software subscriptions, maintenance agreements, and licensing compliance.
- Ensure contractual obligations, deliverables, and SLA commitments are achieved.
IT Asset Management
- Manage IT asset procurement and acquisition activities.
- Approve asset allocation, assignment, and reassignment.
- Maintain accurate inventory records for devices, accessories, licenses, and infrastructure assets.
- Govern the complete asset lifecycle from acquisition through maintenance, refresh, and disposal.
- Conduct periodic asset audits and inventory reconciliations.
- Ensure compliance with organizational asset management policies and audit requirements.
Budget & Financial Management
- Develop annual operational and capital expenditure budgets for the Infrastructure and Support Section.
- Monitor infrastructure and support-related expenditures, including cloud expenses, against approved budgets.
- Forecast future technology, licensing, support, and resource requirements.
- Identify and recommend cost optimization opportunities.
- Support business case preparation for new technology investments and strategic initiatives.
IT Governance, Policies & Continuous Improvement
- Develop, review, and maintain IT policies, standards, procedures, guidelines, and operating manuals.
- Ensure alignment with organizational governance requirements, cybersecurity controls, and regulatory expectations.
- Regularly review and update documentation to reflect operational, technology, and compliance changes.
- Establish operational controls and governance mechanisms for consistent service delivery.
- Identify opportunities for process optimization, automation, and standardization.
- Promote adoption of industry best practices and continual improvement.
Operational Request Management
Review, approve, reject, and govern operational requests submitted through Tawasol or approved ITSM workflows, including:
- User account creation.
- Server account creation.
- Email address creation.
- Service account creation.
- Scholarship student account creation.
- Vendor account creation.
- Vendor VPN access.
- Software license requests.
- Hardware requests.
- Change requests.
- Infrastructure access requests.
Reporting, Analytics & Management Information
- Prepare monthly operational and section performance reports.
- Prepare yearly section performance reports and management summaries.
- Produce executive dashboards, service performance reports, and ad-hoc reports requested by the Director.
- Generate AI adoption and AI tool usage reports.
- Analyse trends and provide recommendations for service improvement, capacity planning, and automation.
Risk Management & Business Resilience
The IT Expert shall be responsible for identifying, assessing, mitigating, monitoring, and reporting risks associated with all infrastructure, support, cloud, communications, and technology services under the section's ownership.
Key Responsibilities
- Establish and maintain a risk register for all IT Infrastructure and IT Support services.
- Perform periodic risk assessments for infrastructure platforms, cloud services, network services, end-user computing, and technology operations.
- Identify operational, technical, cybersecurity, vendor, compliance, and service availability risks that may impact business operations.
- Develop and implement risk treatment and mitigation plans to reduce the likelihood and impact of identified risks.
- Monitor emerging technology risks, including risks associated with Artificial Intelligence (AI) platforms, cloud services, cybersecurity threats, and third-party service providers.
- Ensure that infrastructure and support services comply with organizational risk management frameworks, cybersecurity policies, and regulatory requirements.
- Assess risks associated with infrastructure changes, technology implementations, migrations, upgrades, and transformation initiatives.
- Conduct risk assessments for vendor engagements, outsourced services, and managed service providers.
- Monitor service continuity risks and ensure appropriate resilience controls are implemented.
- Review and evaluate risks associated with software licensing, asset lifecycle management, and technology obsolescence.
- Prepare and present periodic risk reports, risk dashboards, and mitigation status updates to IT management and executive stakeholders.
- Ensure that critical risks are escalated appropriately and addressed within approved timeframes.
Business Continuity & Disaster Recovery
- Lead the development, maintenance, and testing of Infrastructure and IT Support Disaster Recovery (DR) plans.
- Ensure that Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) are defined, documented, and periodically validated.
- Coordinate disaster recovery exercises and simulation testing activities.
- Ensure backup, restoration, failover, and service recovery procedures are regularly tested and validated.
- Identify single points of failure and implement resilience and redundancy measures.
- Support organizational Business Continuity Planning (BCP) initiatives related to IT services and infrastructure.
Cybersecurity & Technology Risk Oversight
- Ensure security risks associated with network, cloud, communications, identity, and endpoint services are proactively managed.
- Collaborate with cybersecurity teams to remediate vulnerabilities identified through security assessments, audits, and penetration testing activities.
- Oversee the management of privileged access and administrative account risks.
- Ensure security controls are implemented to protect critical infrastructure and information assets.
- Monitor vendor and third-party technology risks and ensure compliance with contractual security requirements.
المهارات
Qualifications & Experience
Education
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
- Master’s Degree is preferred.
Experience Requirements
- 10+ years of progressive IT experience.
- Minimum 5 years in IT Infrastructure and Operations leadership roles.
- Experience managing enterprise-scale infrastructure environments, cloud platforms, ITSM workflows, vendors, contracts, and technology procurement.
- Experience leading digital transformation, modernization, automation, and AI adoption initiatives.
- Experience within Government or large enterprise environments is preferred.
Preferred Professional Certifications
- Microsoft Certified: Azure Administrator or Azure Solutions Architect.
- Microsoft 365 Administrator or equivalent Microsoft cloud certification.
- ITIL Foundation or ITIL Managing Professional.
- PMP or PRINCE2 certification.
- Cybersecurity certifications such as CISSP, CISM, CRISC, or Microsoft Security Certifications are preferred.
تفاصيل الوظيفة
المرشح المفضل
