Requirements
Bachelor's Degree in Information Technology, Computer Engineering or equivalent. Minimum 6-10 years of experience in Infrastructure and End-User facing Operations and IT Service Management, with at least 2 years in a managerial role. Proven experience supporting large-scale marine or fleet IT environments is preferred. Demonstrated knowledge of ITIL Framework and/or ITSM processes. Strong technical skills in Cloud and Hybrid Infrastructure, Telecommunications and Networking, Microsoft Ecosystem, IT Service Management, and Project Management. Experience in developing and communicating technical objectives, assessing business cases for IT investments, and contract negotiation/vendor management. Fluent in Business English; Arabic language is an advantage.
Description
Key Roles & ResponsibilitiesIT Infrastructure Management (Fleet & Land-Based):• Oversee end-to-end IT infrastructure operations across Company vessels and shore-based offices.• Ensure vessel IT Infrastructure and systems are reliable, secured, and aligned with business operational requirements.• Drive proactive maintenance schedules, incident response, and upgrades for fleet and land-based infrastructure.• Coordinate with Company Business to minimize service disruptions and optimize technology uptime.• maintain a detailed vessel IT architecture roadmap in collaboration with Company business stakeholders and in alignment with the IT Strategy.• Lead evaluation, selection, and implementation of technology upgrades across Fleet and office environments.Service Desk & End User Support• Oversee the service desk team and ensure SLAs are met for all user requests, incidents, and support tickets.• Implement and refine ITSM processes (ITIL-aligned), ensuring consistent user experience and resolution tracking.• Analyze service metrics, drive root cause analysis, and propose automation or procedural improvements where necessary to IT Management.• Maintain and update the IT service catalog and streamline support processes for Company end users• Act as Liaison between IT Operations and Applications teams as well as Business Units to align service delivery with organizational needs• Oversee end-user computing services, including laptops, desktops, printers, and peripheral devices, ensuring lifecycle management, standardization, reliability, and effective support across the organization.• Lead and manage major incident escalation, ensuring rapid coordination across technical teams, vendors, and business stakeholders to minimize impact and restore services within agreed SLAs.Cloud & Core Infrastructure (Windows/Linux)• Direct the management of both Windows and Linux environments hosted on cloud and hybrid infrastructure.• Ensure high availability, performance monitoring, capacity planning, and patching/maintenance compliance across platforms.• Lead cloud migration or modernization efforts, ensuring cost optimization and security controls are in place ensuring the alignment with IT Strategy.• Oversee the operations, availability, and performance of Company's Data Center and Disaster Recovery (DR) environments, ensuring secure, resilient, and high-performing infrastructure supporting Company systems.Stakeholder Management, Negotiation & Governance• Influence business and IT stakeholders on investment and operational decisions.• Lead technical evaluation during negotiations with third-party vendors, to drive value to Company.• Manage contract lifecycle for all IT Operations services.• Present infrastructure roadmaps, performance metrics, and risk mitigation plans to IT Management.Strategy, Policy & Compliance• Develop and enforce IT infrastructure policies, with a dedicated framework tailored for vessel environments.• Develop, review and enhance all IT Operations processes and procedures to comply with the relevant IT standards, laws and frameworks.• Define IT Operations objectives in alignment with IT Strategy, Company Business priorities, and regulatory requirements.People Management• Provide recommendations on new hires and ensure the availability of all resources required to perform assigned tasks and activities• Lead, motivate and develop the IT Operations team; assign work, monitor performance and review results.• Act as a coach to subordinates, identify their training and career development, recommend training courses and follow-up on their personnel records such as timesheets, discipline, vacations, leaves and absenteeism.• Perform other job-related duties as assigned.Key RequirementsEducation & Professional Qualification:• Bachelor's Degree in Information Technology, Computer Engineering or equivalent.Professional Experience: • At least 6-10 years experience in the field of Infrastructure and End-User facing Operations and IT Service Management.• Minimum of 2 years experience in a managerial role.• Proven experience supporting large-scale marine or fleet IT environments is preferred• Demonstrated knowledge of ITIL Framework and/or ITSM (Incident, problem (including root cause analysis), change, service request, capacity planning, configuration management etc)• Strong technical skills in multiple domains (Cloud and Hybrid Infrastructure and operations, Telecommunications and Networking, Microsoft Ecosystem, IT Service Management, and Project Management)• Experience in developing and communicating technical objectives and plans• Experience in Business management in terms of developing and assessing business cases for IT investments• Demonstrated success in contract negotiation and vendor performance management.Computer Skills: • Fluent with Cloud Technologies, IT Service Management tools, servers, communication and network equipment and Microsoft Ecosystem.Language Skills: • Business English Fluent• Arabic language is an advantageMarket/Industry/Functional Knowledge: • Strong knowledge of the functionality and business process• Strong understanding of ITIL Frameworks and best practices• Strong knowledge in different communication equipment• Strong knowledge in IT security• Strong knowledge of back office applications implementation and support• Strong project and stakeholder management capabilities.• Excellent analytical, communication, and leadership skills