Job Purpose

Maintaining proper planning, implementation, and operations for the technologies and services
Managing the interactions between Internal Teams, Vendors and Customer teams to assure
services delivery / availability and fast TTM / problem solving with the best quality and a
satisfactory service level.
Identifying problematic areas and implementing strategic solutions in time.
Overseeing and determining major IT projects including system updates, upgrades, migrations
and outages
Fostering new ideas, technologies and ways of improvement for Infrastructure and Development
Systems and Sub Systems.
To plan, develop, implement and operate Infrastructure Services Solutions

Report To Position Name

Infrastructure Services
Plan, Implement, Operate and Maintain all aspects of Infrastructure Technologies and Services
provided internally to Etisalat users and externally to our ICT customers in our Data Centres, Head
Quarters, Contact Centres and Retail stores including;
Planning, Implementation, and Operations for all Infrastructure offered services

Active Directory, Archiving, File and Print Services and System Center services for all Etisalat
Employees across all locations HQs, Buildings and Retail Stores.
Cloud SaaS services provided to ICT Customers
Application and Desktop Virtualization
Full Responsible and Accountable on all live production Technologies and Services offered.
Responsible on maintaining proactively and reactively all Technologies and Services offered
during business hours and On-Call.
Responsible on the continuous enhancements in the operational tasks to meet the organization
objectives.
Third level of support for Infrastructure Technologies and Services offered.
Follow up reviewing and publishing the services documentations to assure business continuity
and fast tracks for problems resolution.
Apply patch fixes for all bugs on all live systems whenever needed.
Responsible on issuing RFPs / RFQs for Infrastructure services provided.
Work in full cooperation with the IT Service Support team in any escalated issues End to End
until complete resolution.
Check and ensure resolution of all issues to achieve all operations objectives without breaching
the SLA.
Follow Change Management Processes in handling all changes concerning production systems.
Enhance operations SLAs and assure customer satisfaction.
Customers and Vendor Management

Vendor management, negotiation, evaluation, selection and escalation.
Offering the proper Technical solutions for customers
Providing superior Service Delivery and Service availability for customer solutions
Monitoring Contractual Agreements to evaluate and monitor contracts to ensure vendors comply
with supporting contractual terms and conditions.
Reporting & Documentation
Responsible for responding to mails and sending required reports in a good timely manner.
Develop Quarterly presentation showing quarterly results.
Develop regular weekly reports showing the work progress & status of assigned tasks/projects.