Job Purpose Handle the daily activities of the Infrastructure function.

Job Responsibilities Specific objectives and deliverables will be agreed as part of your annual P erformance and D evelopment R eview ( PDR ) process, the points below are a summary of your main duties and responsibilities.

Job specific responsibilities:

• Act as the single point of contact and escalation for all transition related activities.
• Manage the transition and deliver within time and quality committed
• Ensure customer understands their responsibility in transition
• Initiate and maintain all support documentation associated with the transition.
• Work onsite with customers to ensure a smooth delivery of projects
• Identify processes, procedures, and best practices in secondary transition aligned to ITIL based practices.
• Develop, and adjust performance metrics for transition services
• Assist in developing policies and procedures.
• Recommend and supervise various personnel actions including, but not limited to, hiring, work assignments, promotions, determining workload, delegating assignments, training, monitoring, evaluating performance and initiating corrective or disciplinary actions.

Managerial responsibilities:

• Cascade down departmental plans into functional operational plans.
• Set teams' objectives and plans.
• Coach team members and evaluate their performance regularly .

KPI (Key Performance Indicators)

• SLAs / OLAs commitment
• Reporting
• Systems efficiency
• Team members Satisfaction
• Team members performance
• Unplanned downtime percentage

Competency Model

Core Competencies

• Technical Competencies
• Working Strategically-L3
• Customer Orientation -L2
• Critical Thinking -L2
• Agility -L3
• Innovation-L2
• Leadership -L3
• Problem Solving-LI
• Decision Making-LI
• Risk Management-LI
• Project Management-LI
• Systems dministration -LI

Technical competency level

• B Basic technical know-how to operate under supervision in this skill area
• I Intermediate technical know-how to operate independently in this skill area.
• A Advanced technical know-how to analyze complex problems and to develop innovative solutions in this skill area
• X Expert technical know-how to serve as a key resource on technical problems and solutions related to organizational strategy.

Qualifications, Experience, skills

Education : Bachelor

Specialization: Minimum of a bachelor s degree or equivalent in information technology, computer science or related field.

Knowledge and experience in infrastructure technologies like (Windows servers, Active Directory, Exchange, System Center, etc.)

ITIL Expert certificate is a must.

PMP or prince2 certificates are a plus.

MCITP/ MCSE and Virtualization (VMware and Hyper-V) Certificates are a must

Experience: A minimum 5 years of experience in a similar field

Languages: English: Excellent command of (Speaking, reading, and writing). Arabic: Native command of (Speaking, reading, and writing).

Computer Skills:

• Microsoft Windows Skills: Advanced Level
• Microsoft Office Skills: Advanced Level
• Using Internet browsers: Advanced Level
• ERP / HRIS / ATS: N/A

Conditions of Employment

• Working Days: 5 Days / week [Sunday Till Thursday].
• Days Off: 2 Days / Week [Friday / Saturday].
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Desired Candidate Profile

Education : Bachelor

Specialization: Minimum of a bachelor s degree or equivalent in information technology, computer science or related field.

Knowledge and experience in infrastructure technologies like (Windows servers, Active Directory, Exchange, System Center, etc.)

ITIL Expert certificate is a must.

PMP or prince2 certificates are a plus.

MCITP/ MCSE and Virtualization (VMware and Hyper-V) Certificates are a must

Experience: A minimum 5 years of experience in a similar field

Languages: English: Excellent command of (Speaking, reading, and writing). Arabic: Native command of (Speaking, reading, and writing).

Computer Skills:

• Microsoft Windows Skills: Advanced Level
• Microsoft Office Skills: Advanced Level
• Using Internet browsers: Advanced Level
• ERP / HRIS / ATS: N/A