Lead - Managed Infra Services

Service Line Manager – Managed Infrastructure Services

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.

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.

Desired Educational Background

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

• Project & Change Management

• Operational Excellence

• Critical Thinking & Problem Solving

• Customer Centricity
• Results Orientation

• Team Leadership & Development

• Attention to Detail

About Us

About The Team