IT Service Manager at Sahara Group

Job Description

Accountabilities

Technical Infrastructure Management

• Administer, configure, and maintain servers (physical and virtual), ensuring high availability and performance.
• Manage and optimize storage solutions (SAN/NAS), including backups, data recovery, and disaster recovery processes.
• Oversee deployment, security, and updates for various operating systems (Windows Server, Linux, etc.).
• Monitor and troubleshoot network infrastructure (routers, firewalls, switches, and VPNs) to maintain connectivity and security.
• Ensure effective use of virtualization technologies (e.g., VMware, Hyper-V) for resource optimization.
• Perform routine system performance checks, capacity planning, and infrastructure upgrades.

IT Service Desk & Support Management

• Lead the IT helpdesk team in providing effective end-user's support.
• Manage incident resolution processes to ensure compliance with ITIL service management standards.
• Analyze and respond to reoccurring technical issues by applying proactive solutions. 
• Maintain SLAs for issue response, service availability, and user satisfaction.
• Manage storage solutions, ensuring efficient data storage, backup, and disaster recovery capabilities.

Services Management & Processes

• Design and execute ITSM processes (Incident, Problem, and Change Management) to increase operational efficiency. Document and update standard operating procedures (SOPs) for infrastructure and helpdesk operations.
• Monitor IT performance using KPIs and prepare periodic reports on system health and incident trends. Security and Compliance

Security and Compliance                                                                                                                                                                                                                          

• Ensure all infrastructure and services adhere to security policies and industry standards.
• Implement and manage access controls, patch management, and antivirus solutions.
• Perform regular audits of systems and networks to identify vulnerabilities and ensure compliance.

Collaboration & Continuous Improvement

• Collaborate with cross-functional teams to complete IT projects and address technical dependencies.
• Evaluate and recommend tools/technologies for improving IT service delivery and infrastructure efficiency

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related fields.
• Technical certifications such as MCSA, MCSE, CCNA, VMware VCP, or ITIL Foundation are highly desirable.
• Minimum of 7 years experience in IT infrastructure, network administration, and service desk management.
• Proven hands-on experience in server administration, storage solutions, operating systems, and virtualization.
• Strong understanding of ITIL frameworks and IT service management principles.
• Server Management: Expertise in managing Windows/Linux servers, virtualization (VMware/Hyper-V), and system performance optimization.
• Network Management: Configuration of routers, switches, firewalls, VPNs, and network security protocols.
• Storage Solutions: Hands-on experience with SAN/NAS systems, backups, and disaster recovery strategies.
• Operating Systems: Proficiency in Windows Server, Linux, Unix, patch management, and scripting tools (e.g., PowerShell, Bash).
• ITSM Tools: Experience with service management tools.
• Strong problem-solving and analytical skills.
• Excellent team leadership and mentorship capabilities.
• Clear and concise communication skills for technical and non-technical stakeholders.
• Strong business focus with a commitment to service excellence

Working Relationships

• Technology Team
• Other departments within the company
• Other Operating Entities within the Group