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Role overview

In this position, you will report directly to the Head of IT and take charge of keeping the organization’s technology environment stable, secure, and continuously evolving. The role spans infrastructure, cloud services, business applications, software delivery, vendor coordination, and AI-driven initiatives, all aimed at ensuring teams have dependable and efficient technology support every day.

Key responsibilities

Take ownership of the daily operation of IT infrastructure and core business systems.
Maintain strong system uptime, dependability, and performance across the environment.
Handle incidents end-to-end and carry out root cause investigations.
Implement preventive upkeep and ongoing service improvements.
Track system health and address issues before they affect business operations.
Administer servers, cloud resources, and network setups.
Maintain firewalls, wireless networks, switches, and related security controls.
Oversee backups, disaster recovery, and business continuity readiness.
Ensure infrastructure is secure, adaptable, and able to scale as needed.
Support and enhance CRM, ERP, membership systems, POS platforms, finance integrations, and internal tools.
Work with business teams to refine processes and improve workflows.
Identify and pursue automation opportunities across departments.
Partner with developers to prioritize product and system enhancements.
Coordinate testing, deployments, and release activities.
Make sure development work stays aligned with operational and business priorities.
Convert business and operational needs into clear technical requirements.
Promote and support the use of AI across the organization.
Spot repetitive tasks that can be automated to improve efficiency.
Assess and roll out AI tools that raise productivity.
Create AI-supported workflows for IT support, documentation, reporting, and operational analysis.
Apply responsible AI practices while protecting governance and data security.
Manage relationships with technology vendors and service partners.
Review service levels and monitor vendor performance.
Negotiate improvements and seek strong value for money.
Support technology purchasing and lifecycle planning.
Lead technology projects from planning through execution.
Coordinate work across multiple teams and functions.
Track project milestones, risks, and budgets.
Deliver initiatives on schedule and within scope.
Encourage cybersecurity best practices throughout the business.
Ensure adherence to IT policies and governance standards.
Keep documentation and asset records accurate and current.
Support audits and compliance-related activities.

Candidate profile

6 to 10 years of experience leading IT operations in a multi-site environment.
Strong working knowledge of Microsoft ecosystems, networking, virtualization, and cloud platforms.
Hands-on experience with business applications and enterprise systems.
Experience collaborating with software development teams.
Solid understanding of cybersecurity fundamentals.
Proven exposure to automation and AI tools in business operations.
Strong diagnostic, troubleshooting, and analytical ability.
Well-developed project management skills.
Comfortable communicating with both technical and non-technical audiences.
Able to perform effectively in a fast-moving operational setting.

Preferred experience

Exposure to Microsoft Azure.
Experience administering Microsoft 365.
Working knowledge of VMware or Hyper-V.
Familiarity with Fortinet, Cisco, or Ubiquiti networking solutions.
Experience with SQL databases.
Background in CRM platforms.
Experience with Zoho.
Hands-on use of AI tools such as ChatGPT, Claude, Gemini, or Microsoft Copilot.
Experience with Power Automate or similar workflow automation tools.
Relevant certifications from Microsoft, Cisco, Azure, ITIL, Fortinet, or comparable providers are considered an advantage.

Additional information

This is a full-time, onsite role based in Dubai, United Arab Emirates.

IT Operations & Digital Transformation Lead

Where you'll work