Infrastructure & Service Management Manager

Job Purpose:
Contribute to Qatar National Library’s mission and vision by ensuring the reliability, security, resilience, and sustainability of the library’s technology environment. This role contributes to QNL’s overall operational excellence by providing a stable and secure digital foundation that supports uninterrupted access to services, systems, and resources for staff and users across the organization. Through strategic infrastructure planning and service management, the position ensures that IT services align with organizational priorities, mitigate operational risk, enhance user experience, and support QNL’s long-term objectives as a national and global knowledge institution.

Key Result Areas:
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Oversee the planning, implementation, operation, and maintenance of IT infrastructure and network services to ensure availability, reliability, scalability, and optimal performance aligned with organizational needs.
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Lead the design and management of network architecture, infrastructure capacity planning, system monitoring, and performance optimization to ensure high availability of critical systems, including backup and disaster recovery readiness.
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Manage infrastructure and network security operations, including firewalls, intrusion detection/prevention systems, VPNs, access controls, and vulnerability management, ensuring compliance with internal policies and external audit requirements.
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Develop, implement, and enforce information security policies, procedures, and controls, including risk assessments, security monitoring, and incident response management.
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Lead and manage the IT infrastructure and support teams, fostering a high-performance, inclusive, and service-oriented culture while ensuring effective prioritization and resource allocation.
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Oversee IT service desk and end-user support operations, ensuring timely resolution of incidents, SLA compliance, user satisfaction, and continuous improvement of support processes.
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Implement and manage IT service management processes, including incident, problem, change, asset, and configuration management, ensuring proper documentation, governance, and standardization across infrastructure components.
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Manage assigned budgets, vendor relationships, contracts, and service providers to ensure cost-effective delivery of services in alignment with QNL policies and strategic objectives.
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Promote continuous improvement through process optimization, automation initiatives, staff development, and end-user awareness and training programs.
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Strengthen security posture by addressing vulnerabilities, enforcing access controls, and ensuring compliance with internal policies and external audit requirements.
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Implement and manage incident, problem, and change processes, maintain accurate asset and configuration records, and enforce standardization across infrastructure components.
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Ensure high availability of critical systems through proactive monitoring, maintenance, and capacity planning, supported by robust backup and disaster recovery procedures
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Other duties as assigned and defined by the scope, purpose, and spirit of the institution.

Minimum Knowledge, Skills & Experience:
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Bachelor’s degree in information technology/systems (or equivalent).
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8-10 years of relevant, progressively responsible full-time experience in managing infrastructure, implementing, and managing large infrastructures and IT Service Management
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Experience in planning, implementing, and maintaining infrastructure projects in alignment with organizational objectives.
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Ability to monitor and manage infrastructure capacity, utilization, and performance metrics.
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Knowledge of industry standards and best practices for infrastructure management and maintenance

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Ability to conduct risk assessments and vulnerability scans to identify security threats and vulnerabilities.
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Outstanding planning and time management skills.
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Outstanding interpersonal, communication and presentation skills in both English and Arabic.
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Excellent writing skills - ability to write reports and communicate and articulate ideas clearly and concisely.