The Manager is responsible for overseeing the organization's IT infrastructure environment, including networks, servers, cloud platforms (Microsoft Azure), data centres, and security infrastructure. The role is accountable for ensuring the availability, reliability, performance, and security of infrastructure services while driving operational excellence, ITSM governance, vendor management, and continuous service improvement initiatives.
ROLES & RESPONSIBILITIES:
Infrastructure & Operations Management
- Manage and maintain enterprise network infrastructure including LAN, WAN, VPN, SD-WAN, servers, virtualization platforms, enterprise storage systems, and Microsoft Azure environments to ensure availability, performance, scalability, and security.
- Monitor, support, and troubleshoot Azure services including virtual machines, networking, storage, backup, and disaster recovery solutions.
- Configure and maintain firewall and security appliances (e.g., Fortinet, Palo Alto) while ensuring regular infrastructure monitoring, patching, system hardening, operational health checks, and access management services.
Service Management & IT Operations
- Lead incident management, root cause analysis (RCA), and problem resolution activities in adherence to ITIL processes including Incident, Problem, and Change Management.
- Oversee IT asset management, ITSM governance, and administration of the ITSM platform (Ivanti Neurons), including user access management, SLA monitoring, reporting, and operational support.
- Collaborate with internal teams and vendors to drive continuous service improvement initiatives and ensure timely resolution of critical operational issues.
Security & Compliance
- Ensure implementation and enforcement of cybersecurity, infrastructure security best practices, governance, audit, risk, and compliance requirements, including support for cybersecurity incident response, investigation, and containment activities.
- Manage identity and access management services including Active Directory and Microsoft Entra ID (Azure AD).
Backup, Disaster Recovery & Business Continuity
- Ensure backup, disaster recovery (DR), and business continuity (BC) solutions remain operational and effective through backup monitoring, restoration testing, recovery readiness, and DR exercise coordination.
- Prepare DR reports, findings, and improvement recommendations following DR testing activities.
Vendor & Stakeholder Management
- Manage vendors, service providers, and infrastructure-related projects, upgrades, procurement, renewals, and operational activities while ensuring deliverables meet agreed SLA, quality, and compliance requirements.
- Coordinate with internal stakeholders and external partners to support infrastructure operations and technology enhancement initiatives.
Performance, Reporting & Governance
- Monitor infrastructure performance, utilization, capacity trends, and cloud resource optimization initiatives across systems and platforms.
- Prepare and maintain infrastructure documentation, operational procedures, recovery processes, dashboards, service performance metrics, audit evidence, policies, standards, and management reports related to infrastructure health and service delivery.
REQUIREMENTS:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 6-8 years of experience in IT infrastructure, cloud, or operations, with at least 2–3 years in a managerial or supervisory role.
- Strong knowledge of enterprise infrastructure technologies including networking (LAN/WAN/VPN/SD-WAN), servers, virtualization, storage, and data centre operations.
- Hands-on experience with Microsoft Azure or other cloud platforms, including infrastructure services, networking, security, and disaster recovery.
- Solid understanding of cybersecurity principles, including firewall management, endpoint protection, identity and access management (Active Directory / Entra ID), and security best practices.
- Strong knowledge of ITIL framework and IT service management processes (Incident, Problem, Change, and Asset Management).
- Experience in managing vendors, service providers, and infrastructure-related projects.
- Good understanding of backup, disaster recovery, and business continuity planning and execution.
- Strong analytical, problem-solving, and decision-making skills in operational environments.
- Excellent communication, stakeholder management, and leadership skills.
- ITIL, Microsoft Azure, or relevant infrastructure certifications will be an added advantage.
