Manager, Infrastructure & Service Management

Oversee the planning, implementation, operation, and maintenance of IT infrastructure and network services to ensure availability, reliability, scalability, and optimal performance aligned with organizational needs.

Lead the design and management of network architecture, infrastructure capacity planning, system monitoring, and performance optimization to ensure high availability of critical systems, including backup and disaster recovery readiness.

Manage infrastructure and network security operations, including firewalls, intrusion detection/prevention systems, VPNs, access controls, and vulnerability management, ensuring compliance with internal policies and external audit requirements.

Develop, implement, and enforce information security policies, procedures, and controls, including risk assessments, security monitoring, and incident response management.

Lead and manage the IT infrastructure and support teams, fostering a high-performance, inclusive, and service-oriented culture while ensuring effective prioritization and resource allocation.

Oversee IT service desk and end-user support operations, ensuring timely resolution of incidents, SLA compliance, user satisfaction, and continuous improvement of support processes.

Implement and manage IT service management processes, including incident, problem, change, asset, and configuration management, ensuring proper documentation, governance, and standardization across infrastructure components.

Manage assigned budgets, vendor relationships, contracts, and service providers to ensure cost-effective delivery of services in alignment with QNL policies and strategic objectives.

Promote continuous improvement through process optimization, automation initiatives, staff development, and end-user awareness and training programs.

Strengthen security posture by addressing vulnerabilities, enforcing access controls, and ensuring compliance with internal policies and external audit requirements.

Implement and manage incident, problem, and change processes, maintain accurate asset and configuration records, and enforce standardization across infrastructure components.

Ensure high availability of critical systems through proactive monitoring, maintenance, and capacity planning, supported by robust backup and disaster recovery procedures

Other duties as assigned and defined by the scope, purpose, and spirit of the institution.