Group Head – IT Infrastructure & Operations

By | Jan 25, 2022

Aldar Academies

Aldar Academies

  • Abu Dhabi

  • Permanent

  • Full-time

Job Description

Job Title Management & Operations


Aldar Education is currently seeking a Group Head – IT Infrastructure & Operations to support our growing family of owned and operated schools in the UAE. Due to planned current and future expansion we are looking to add to our current Technology and Transformation team supporting our British, US and IB curricula network of schools. The successful candidates will be closely aligned with our core values and ethos and possess a genuine understanding and appreciation of the values of the region. Job Purpose This role will establish an IT Service Operations centre of excellence to deliver an exceptional IT service to the HQ and schools across Aldar Education group, through the deployment of IT Service Management best practice and world-class IT infrastructure. Responsibilities: Services & Operations Accountability of group wide IT service delivery & IT operations, including all Service desks of school-groups Management and enhancement of an ITIL based Service Desk covering incident, problem, and Change Management practices. Leadership of the Change Advisory Board for all infrastructure and support changes. Overall responsibility for Service Support across the group Establishing SLA’s & OLA & Workforce planning & management. Leadership for the end user IT experience including service desk, business relationship, and IT asset management operations. KPI planning, management, monitoring, enforcement, and continuous improvement of deployed IT services. Relationship Management with senior & C-suite stakeholders, nurturing trust and transparency. Contribution toward the IT department’s projects pipelines in the form of creation of annual projects, enhancement initiatives, problem & change tasks. Implement and monitor continuous data and systems backup, testing and recovery practices. Overall accountability for the IT hardware and software inventories across all schools. Overall accountability for all the IT Service Desk data and logs, covering SR, Incidents, Changes, CI’s, CMDB and inventories. Network, Security and Communication Heads the complete technical portfolio of AE’s core Infrastructure technology stacks across the school groups and HQ. Technical design, implementation and management of datacentres, infrastructure, network & security, systems, servers, storage and cloud technologies. Creation of infrastructure, systems, and servers’ standards, policies & OLA’s. Responsible for major changes and releases, architecture improvements, network and data security and automation of IT infrastructure monitoring and management processes. Profound knowledge in all infrastructure & communication technologies and the ability to advise IT leadership on Infrastructure tech selection and planning for all school groups and HQ Accountable for the overall health, stability, design, cost, and effectiveness of AE’s IT infrastructure for both existing and acquired schools and HQ. Establishes organizational wide standards for products, platforms, appliance-based solutions related to network and communication technologies / Security technologies that are adopted Maintain and ensure network and security infrastructure is aligned as per 5 years technology plan/roadmaps/visions set by Director of Tech & Transformation. Knowledge of network and security policies and assessment of security environment and recommend solutions for safeguarding the internal and external networks Manage and ensure that IT Disaster Recovery solutions are updated, tested and operated correctly during disasters, ensuring business continuity. Managing the Network & security team. Ownership and management of AMC’s for all network, communication & security technologies. Servers, Systems & Storage Accountable for capacity, storage planning, and database performance Ownership of the ID management platforms and activities. Accountability for enforcing the Identity & Access Management policies and processes across the group. Leadership of the design and implementation of servers, storage and access tech across the group. Managing the system administration team. Maintaining inter-department collaboration and communication to delivery projects and technology changes. Ownership and management of AMC’s for all servers, storage and systems. Development of policies related to assigned systems and responsibilities, and enforcement of standards across the group IT General Management OPEX / CAPEX Budget creation, analysis and monitoring. Ensure adherence to AE IT Department standards, vision and yearly KPI’s. Support the Director of Technology & Transformation in establishing policy and governance documentation. Assist the Director of Technology & Transformation (T&T) in technology strategy creation and implementation. Provide weekly/monthly status reports to Director for T&T Accountability for the IT procurement processes for key Infrastructure projects and initiatives, covering SoW, RFP, tendering and implementation. Accountability for end-to-end IT service and infrastructure deployment in datacentres, business, and school sites. Collaboration with other IT functions to integrate, design, upgrade and/or commission new school projects. Qualifications Minimum Qualifications Bachelor’s degree in Computer Science, Information Technology, or similar. Masters is preferrable. Expert Knowledge of IT Service Management (ITIL V4 Managing Professional or equivalent) Project management frameworks and principals. Knowledge of ISO 20000, 27001, 22301, and other relevant standards is important. Microsoft 365, servers, Azure expert-level certifications Advanced virtualization & storage technical certifications Network Certification: CCNA, preferably CCNP CCNA Security or equivalent MSCE Virtualization, storage and administration certifications Minimum Experience Minimum of 10 years of technical and IT management experience. Education sector experience is highly desirable. Job Specific Knowledge & Skills Ability to mentor and lead IT technical and support specialists to nurture customer relations and continuously enhance the service quality. Exceptional communication skills both in written and verbal form to convey instructions and sensitive information down the line. The clarity of these communications will determine how effectively the business is supported, directly impacting customer satisfaction Strong knowledge of IT Infrastructure management and maintenance practices to achieve stability and reliability. Strong knowledge of Network Protocols, network components, network operating systems and Security Standards. Hands-on Knowledge of procedures used for installation, modification, maintenance and repair of IT network hardware appliance, virtual appliance, and software. Strong knowledge of below network technologies, TCP/IP and IP Subnetting Structure cabling / Passive Networking Switching – Juniper, Cisco Routing – Juniper, Cisco Wireless – Aruba, Cisco IP Telephony – Cisco IP Telephony NAC Solution – Aruba Perimeter and Core Firewall – Juniper SRX, Palo Alto, Fortigate. Central network management and monitoring tools – Juniper STRM, Panorama, VPN – Site-to-Site IPSec VPN, Client-based and Client-less SSL/IPSec VPN DMZ networking Web Application Firewall – On-premise and Cloud-based WAF Anti-Virus Administration, Management and Monitoring Tool – SolarWinds, PRTG Virtualization and DR Solution – VMWare vSphere and SRM SAN Storage – DellEMC, Pure Storage OS – Windows Server and Windows 10 An expert in service assessment, identifying process gaps, and forecasting future organizational needs. Impeccable organization skills of self and others. Solid technical knowledge to lead technical experts. Excellent problem solver with advanced critical and strategic thinking skills Passionate and skillful at business process improvement and service quality improvements. Experience in applying new systems and processes to streamline workflow in complex organizations. Strong Customer service and conflict resolution skills Significant project management experience Strong relationship, and governance skills. What We Offer Aldar Education are a family of world-class, child centered, and innovative schools based in the UAE. We educate over 25,000 students across our group of owned and managed schools and as we grow so does our need for highly skilled, inspirational, and dedicated school leaders. We offer an attractive remuneration package. Our future-focused learning model includes both students and staff and so we place a special emphasis on professional development, coaching and training. This job description is not all inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals in their application at our company. Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance. #LI-HQKA


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