We are looking for a highly experienced and technically strong Senior Manager – Infrastructure & Network Operations to lead enterprise IT operations within a leading luxury retail group in Dubai.

This role is responsible for ensuring the availability, performance, and security of a large-scale hybrid IT environment spanning retail stores, warehouses, offices, and cloud platforms (Azure & AWS). You will drive operational excellence across infrastructure and network services while managing a strategic third-party service provider.

As a senior leader, you will combine deep technical expertise with strong operational governance—leading incident management, improving service reliability, and driving transformation toward automation and software-driven IT operations.

Key Responsibilities

Operational Leadership & Service Ownership

• Own end-to-end infrastructure and network operations across multi-site environments
• Ensure high availability, performance, and stability of business-critical services
• Act as the senior escalation point for major incidents and operational risks
• Build a culture of accountability, operational discipline, and continuous improvement

Managed Services & Vendor Governance

• Lead and manage third-party service providers delivering infrastructure operations
• Define KPIs, SLAs, and governance frameworks to ensure service excellence
• Review root cause analysis (RCA) and enforce permanent solutions

Incident, Problem & Change Management

• Oversee incident lifecycle, including major incident response and problem management
• Reduce recurring issues through automation, standardization, and proactive monitoring
• Ensure strong change management practices aligned with ITSM frameworks

Infrastructure & Network Operations

• Provide technical leadership across:
  • Microsoft technologies (Active Directory, Windows Server, DNS/DHCP, GPO)
  • Enterprise networking (Cisco WAN/LAN/Wi-Fi environments)
  • Storage, backup, and disaster recovery systems (Commvault preferred)

Automation & Modern IT Operations

• Drive adoption of Infrastructure-as-Code and automation tools (Terraform, GitLab)
• Enhance observability and monitoring using tools like Datadog
• Improve ITSM workflows and service delivery via platforms such as FreshService

Performance & Continuous Improvement

• Improve uptime, MTTR, and service reliability across infrastructure services
• Optimize costs, reduce operational risks, and enhance user experience
• Deliver measurable improvements through data-driven insights and reporting

Requirements

Experience & Qualifications

• 10+ years of experience in infrastructure and network operations within large enterprises
• Proven leadership experience managing managed services and multi-site environments (retail preferred)
• Strong expertise in Microsoft infrastructure (Active Directory, Windows Server)
• Solid knowledge of Cisco networking (CCNA/CCNP level preferred)
• Experience with enterprise storage, backup, and recovery operations

Technical & Functional Skills

• Strong understanding of ITIL-based service management (Incident, Problem, Change, SLA management)
• Experience with hybrid cloud environments (Azure, AWS) is an advantage
• Familiarity with automation and monitoring tools (Terraform, GitLab, Datadog, FreshService)
• Strong analytical, troubleshooting, and decision-making capabilities

Core Competencies

• Excellent stakeholder and vendor management skills
• Ability to lead under pressure and manage critical incidents
• Strong communication and leadership presence
• Results-driven mindset with a focus on continuous improvement

Salary

Not specified

Why Join

Join a leading luxury retail group driving innovation across omnichannel platforms and modern IT environments. This role offers the opportunity to lead large-scale infrastructure operations while shaping the future of IT through automation and digital transformation.

Benefits include:

• Competitive compensation and comprehensive benefits
• Flexible and hybrid working policies
• Career development and internal mobility opportunities
• Health, wellness, and employee discount programs

About the Company

Chalhoub Group is a leading luxury retail partner in the Middle East, with a legacy spanning over 70 years. The group manages a diverse portfolio of global brands across fashion, beauty, and lifestyle categories, delivering exceptional customer experiences through its extensive retail and digital presence.