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