Infrastructure Team Leader

Job Details

Reporting Lines

Job Purpose

Handle the daily activities of the Infrastructure function.

Job Responsibilities

Specific objectives and deliverables will be agreed as part of your annual Performance and Development Review (PDR) process, the points below are a summary of your main duties and responsibilities.

Job specific responsibilities: 

1. Act as the single point of contact and escalation for all transition related activities.
2. Manage the transition and deliver within time and quality committed
3. Ensure customer understands their responsibility in transition
4. Initiate and maintain all support documentation associated with the transition.
5. Work onsite with customers to ensure a smooth delivery of projects
6. Identify processes, procedures, and best practices in secondary transition aligned to ITIL based practices. 
7. Develop, and adjust performance metrics for transition services
8. Assist in developing policies and procedures.
9. 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:

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

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KPIs (Key Performance Indicators)

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

Competency Model

Technical competency level

Specifications: 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