Overview
Lead – Managed Infra Services Jobs in Doha, Qatar at malomatia
Title: Lead – Managed Infra Services
Company: malomatia
Location: Doha, Qatar
Role Summary
JOB DESCRIPTION
The Service Line Manager – Managed Infrastructure Services is accountable for the operational stability, performance, and continuous improvement of on-premise infrastructure services, including data centers, servers, storage, virtualization, and network platforms.
The role focuses on executing operational plans, ensuring service availability, managing escalations, and driving compliance with organizational, contractual, and regulatory requirements. The role works closely with internal delivery leaders, security services, vendors, and functional teams to resolve complex operational challenges and ensure infrastructure reliability that directly supports business outcomes.
Responsibilities
Roles & Responsibilities
Strategic
- Execute managed infrastructure operational plans aligned with Malomatia’s service delivery objectives and customer contractual commitments.
- Own service stability, availability, and performance for managed infrastructure services, ensuring reliability of business ‑ critical systems.
- Identify process gaps, operational inefficiencies, and service risks, recommending and driving continuous improvement initiatives.
- Ensure adherence to organizational policies, service standards, contractual SLAs, and regulatory requirements, particularly for government and regulated customers.
- Provide practical inputs to refine infrastructure operational policies, service frameworks, and runbooks based on real service experience.
- Proactively identify infrastructure risks and capacity constraints, recommending mitigation and improvement actions.
Operational
- Oversee and govern infrastructure monitoring tools and operational dashboards to enable proactive detection and prevention of incidents.
- Lead and own resolution of complex infrastructure incidents, acting as the primary escalation point for service-impacting issues.
- Ensure infrastructure services consistently meet agreed SLAs, service levels, and availability targets.
- Drive Root Cause Analysis (RCA) for major or recurring incidents and ensure corrective and preventive actions are implemented.
- Review, approve, and govern infrastructure changes, ensuring risk mitigation and minimal service disruption.
- Coordinate change scheduling, stakeholder communication, and risk assessment in alignment with operational and customer requirements.
- Manage vendor and OEM relationships, including SLA management, maintenance contracts, and technical escalations.
- Collaborate closely with internal delivery, security, and functional teams to ensure secure, aligned, and stable operations.
- Maintain accurate infrastructure documentation, including SOPs, diagrams, configurations, and service records; support audits and operational reviews.
People Management
- Lead and develop the managed services team, promoting accountability, collaboration, and operational discipline in line with Malomatia values.
- Provide ongoing performance feedback, coaching, and mentoring to team members, focusing on operational excellence.
- Contribute inputs to performance appraisals, promotions, and incentive recommendations for direct reports.
- Support skill development, knowledge advancement, and succession planning for critical operational roles.
- Drive employee engagement and retention by building a motivated, ownership-oriented service delivery team.
Qualifications
Job Specifications
Desired Educational Background
Bachelor’s degree in Computer Science, IT, or related field from a recognized university
Language Requirement
- English (mandatory)
- Arabic (preferred)
Desired Experience
- 8+ years of experience in Infrastructure Operations and Managed Services.
- Strong background working in a Managed Services Provider (MSP) or large system integrator.
- Hands‑on experience supporting enterprise or government infrastructure environments.
- Proven experience working in SLA‑driven, contract‑based service delivery models.
- Demonstrated ability to take ownership of operational outcomes, not just technical delivery.
- Strong communication skills and confidence in dealing directly with customers.
- Familiarity with ITIL or equivalent service management frameworks
- Exposure to government, utilities, finance, or other regulated environments.
- Practical experience implementing or operating under ITIL-aligned processes.
- Experience transitioning infrastructure from project delivery to steady ‑ state managed service.
- Experience working with vendors and OEM support models.
Job Specific Skills
- Strong knowledge of on-prem infrastructure technologies
- Monitoring tools, alerting, and proactive operations
- Advanced troubleshooting and performance optimization
- Data center operations (power, cooling, racks, hardware lifecycle)
- Exposure to hybrid/cloud environments (desirable)
- Basic understanding of information security and compliance
Competencies
Technical
- Managed Infrastructure Operations
- SLA & Service Performance Management
- Incident & Escalation Ownership
- Root Cause Analysis (RCA)
- ITIL-based Service Management
- Team Leadership & Mentoring
- Presales Support & Service Transition
- Operational Governance & Compliance
Behavioral
- Critical Thinking & Problem Solving
- Customer Centricity
- Results Orientation
- Team Leadership & Development
- Attention to Detail
- Collaboration & Cultural Alignment
- Strong Interpersonal Skills
About Malomatia
ABOUT US
malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.
Our mission
Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.
Our vision
To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.
Driving change that makes a real impact
Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.
About The Team
Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.
Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.
Join us in shaping the future of technology in Qatar