JOB TITLE: Technical Manager - Operations

JOB PURPOSE: Technical Manager – Emaar Operations

QUALIFICATION: Graduate

CERTIFICATIONS: Certifications such as Microsoft Certified: Azure Administrator, CCNA/CCNP, or ITIL are a plus.

EXPERIENCE: 10+ years of IT experience

 Strong expertise in:

• Microsoft 365 administration
• Cloud platforms (Azure, OCI)
• Network design and troubleshooting

RESPONSIBILITIES (INCLUDES ALL TASKS):

Job Summary:

We are seeking a seasoned and proactive Technical Manager to lead our IT Infrastructure team. This role combines deep technical expertise in Microsoft 365, Cloud platforms (Azure/Oracle Cloud), On Prem Server and Network architecture, with strong leadership and crisis management capabilities. The ideal candidate will drive operational excellence, lead technical escalations, and ensure compliance with contractual and regulatory obligations.

Key Responsibilities:

Technical Leadership:

• Lead and manage large, complex IT infrastructure environments, ensuring scalability, security, and performance.
• Provide strategic direction and hands-on oversight of infrastructure technologies including M365, cloud platforms, and network systems.
• Must have prior hands-on technical experience with Microsoft 365,
• Ensure system reliability and drive continuous improvement across infrastructure platforms.

Incident & Escalation Management:

• Drive and lead technical escalations, especially during Severity 1 and Severity 2 business-impacting incidents.
• Act as the primary point of contact for critical infrastructure issues, coordinating resolution across teams and vendors.
• Conduct post-incident reviews and implement preventive measures.

Compliance & Governance:

• Ensure compliance with contractual obligations, SLAs, and regulatory requirements.
• Coordinate with customer GRC (Governance, Risk & Compliance) teams and support internal and external audits.
• Maintain documentation and audit readiness for infrastructure systems and processes.

Team & People Management:

• Lead, mentor, and develop a high-performing infrastructure team.
• Guide and drive Technical Leads to enhance customer operations through Service Improvement Plans (SIPs).
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance reviews and support career development.

Strategic Planning & Execution:

• Align infrastructure strategies with business objectives and growth plans.
• Drive digital transformation initiatives and infrastructure modernization.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

OPTIONAL

• Technical Manager with deep technical expertise in Microsoft 365, Cloud platforms (Azure/Oracle Cloud), On Prem Server and Network architecture, with strong leadership and crisis management capabilities
• Experience developing and implementing SIPs, with measurable business impact.
• Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).
• IT Security Skillset

SOFT SKILLS:

MANDATORY

OPTIONAL

• Skilled in stakeholder management, vendor engagement, and data-driven decision making.
• Collaborative leadership with strong communication and coaching abilities.