Infrastructure Technical Manager

• Lead end-to-end infrastructure operations across Data Centers and Hyper-Converged Infrastructure (HCI), VMware Virtualization Suite, Enterprise Backup and Storage platforms, Active Directory and Email Infrastructure, Infrastructure tools, Monitoring, Patch Management, and Compliance Tools • Manage hardware/software lifecycle and refresh activities across compute, storage, and OS layers • Ensure accurate capacity forecasting and performance optimization • Provide technical depth in enterprise networking: Routing & Switching, Campus & Data Center Networking • Ensure availability, scalability, and health across all interdependent infrastructure components • Ensure full adherence to contractual SLAs and KPIs • Act as Major Incident Manager (MIM) for P1/P2 incidents, driving swift recovery and stakeholder communication • Own technical governance: chair reviews, track SIPs, and drive continuous improvement • Lead RCA, Problem Management, and IT Risk closure, ensuring permanent fixes and documentation • Design and manage the Annual Infrastructure Calendar, including upgrades, lifecycle events, patching windows, and downtime planning • Oversee DR drills, BCP testing, and compliance audits • Execute infrastructure modernization and technology refresh programs • Lead and mentor multi-tier technical teams (L1, L2, L3, SMEs) • Provide deep domain-level technical consultation and escalation support • Develop and track skill development, cross-skilling, and succession planning roadmaps • Maintain team performance and stability in a 24x7 support environment • Act as the technical owner and SPOC for all infrastructure operations • Lead strategic discussions on infrastructure risks, roadmaps, and improvements • Translate complex technical insights into actionable business impact for stakeholders • Experience in GCC/UAE enterprise environments is highly advantageous • Familiarity with regulated, government, or high-availability sectors • ITIL v4 Foundation or higher certification • Infrastructure/Network Certifications (e.g., MCSE, RHCE, CCNP) • Exposure to Backup, DR, and HCI tools (technology-agnostic) • Strong grasp of ITIL-based service governance, SLAs, KPIs, and process discipline • Excellent leadership, presentation, and customer-facing communication skills • Demonstrated success operating in high-pressure, enterprise-grade 24x7 environments