Senior Specialist - AITC

Role purpose

Infrastructure and service operations

• Develop and execute the infrastructure roadmap; assess capacity, lifecycle risks, connectivity, budgets, refresh cycles, cloud capacity, and upgrades.
• Manage servers, virtualization, storage, cloud infrastructure, LAN/WAN, wireless networks, firewalls, internet connectivity, and end-user devices.
• Monitor availability, capacity, and performance; manage incidents, root-cause analysis, and controlled changes.
• Supervise infrastructure and end-user support against service levels; escalate application issues to application owners.
• Manage backup operations, restoration tests, and infrastructure disaster recovery exercises against agreed recovery objectives.

IT service management and platforms

• Establish ITIL-aligned incident, major incident, problem, service request, change, and release management for infrastructure services.
• Maintain service catalogues, SLAs, operational-level agreements, escalation procedures, knowledge articles, and service improvement actions.
• Maintain CMDB and infrastructure records; ensure changes include risk assessment, approvals, testing, rollback plans, and reviews.
• Oversee infrastructure provisioning, configuration, operating systems, platform lifecycle, directory services, identity, DNS, DHCP, and access provisioning.

Security and AI governance

• Implement infrastructure security policies, network segmentation, access controls, system hardening, endpoint protection, encryption, and security updates.
• Coordinate vulnerability assessments and penetration testing; track remediation and support security incidents, audits, and ISO/IEC 27001 controls and evidence.
• Support AI governance policies and approved AI service inventory; coordinate infrastructure and security risk reviews before enablement.
• Implement approved AI identity, access, connectivity, data protection, and logging controls; monitor service access, consumption, events, and policy exceptions.

Projects, leadership, and reporting

• Manage infrastructure vendors, cloud and connectivity providers, contracts, renewals, SLAs, technical proposals, licenses, and support costs.
• Lead infrastructure deployments, migrations, network upgrades, and site-readiness projects within approved scope, budget, and timelines.
• Lead assigned infrastructure engineers and support resources, assign tasks, monitor performance, and support learning and knowledge transfer.
• Maintain architecture, network diagrams, asset records, procedures, and recovery runbooks; report availability, incidents, capacity, security, costs, and project status.

Education and experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field; a master’s degree is preferred.
• 7–10 years of progressive IT infrastructure and operations experience, including 3–5 years in a supervisory role.
• Experience with multi-site networks, on-premises and cloud infrastructure, backup, disaster recovery, and end-user support.
• Experience implementing ITSM processes, service-level reporting, asset and configuration records, and ISO/IEC 27001 infrastructure controls and audit actions.
• Real estate, property management, or facilities management experience is highly desirable.

Required skills and desirable certifications

• Strong knowledge of server operating systems, virtualization, storage, LAN/WAN, wireless networks, firewalls, identity services, and endpoint management.
• Proficiency in Azure/AWS infrastructure, monitoring, backup and disaster recovery, security hardening, patching, and incident and change management.
• Working knowledge of ITIL-aligned ITSM, service desk tools, CMDB and asset management, service metrics, and relevant ISO/IEC 27001 requirements.
• Working knowledge of AI governance, approved AI services, data protection, access controls, usage monitoring, and AI-related infrastructure security risks.
• Strong leadership, analytical, problem-solving, communication, and stakeholder-management skills.
• Relevant cloud, networking, virtualization, or ITSM certifications are desirable; ITIL Foundation is preferred, and ISO/IEC 27001 certifications are desirable. PMP/Prince2 is preferred.