Technical Operations Manager

JOB TITLE: Technical Manager - Operations

JOB PURPOSE: Technical Manager – Emaar Operations

QUALIFICATION: Graduate

CERTIFICATIONS: Certifications such as Microsoft Certified:
Azure Administrator
, CCNA/CCNP
, or ITIL are a plus.

EXPERIENCE: 10+ years of IT experience

Strong expertise in:

• Microsoft 365 administration
• Cloud platforms (Azure, OCI)
• Network design and troubleshooting

RESPONSIBILITIES (INCLUDES ALL TASKS):

Job Summary:

We are seeking a seasoned and proactive Technical Manager to lead our IT Infrastructure team. This role combines deep technical expertise in Microsoft 365
, Cloud platforms (Azure/Oracle Cloud),
On Prem Server and Network architecture
, with strong leadership and crisis management capabilities. The ideal candidate will drive operational excellence, lead technical escalations, and ensure compliance with contractual and regulatory obligations.

Key Responsibilities:

Technical Leadership:

• Lead and manage large, complex IT infrastructure environments
  , ensuring scalability, security, and performance.
• Provide strategic direction and hands‑on oversight of infrastructure technologies including M365, cloud platforms, and network systems.
• Must have prior hands‑on technical experience with Microsoft 365
  ,
• Ensure system reliability and drive continuous improvement across infrastructure platforms.

Incident & Escalation Management:

• Drive and lead technical escalations
  , especially during Severity 1 and Severity 2 business‑impacting incidents
  .
• Act as the primary point of contact for critical infrastructure issues, coordinating resolution across teams and vendors.
• Conduct post‑incident reviews and implement preventive measures.

Compliance & Governance:

• Ensure compliance with contractual obligations
  , SLAs, and regulatory requirements.
• Coordinate with customer GRC (Governance, Risk & Compliance) teams and support internal and external audits
  .
• Maintain documentation and audit readiness for infrastructure systems and processes.

Team & People Management:

• Lead, mentor, and develop a high‑performing infrastructure team.
• Guide and drive Technical Leads to enhance customer operations through Service Improvement Plans (SIPs).
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance reviews and support career development.

Strategic Planning & Execution:

• Align infrastructure strategies with business objectives and growth plans.
• Drive digital transformation initiatives and infrastructure modernization.

TECHNICAL SKILLS /

COMPETENCIES:

MANDATORY

OPTIONAL

• Technical Manager with deep technical expertise in Microsoft 365
  , Cloud platforms (Azure/Oracle Cloud),
  On Prem Server and Network architecture
  , with strong leadership and crisis management capabilities
• Experience developing and implementing SIPs, with measurable business impact.
• Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).
• IT Security Skillset

SOFT SKILLS:

MANDATORY

OPTIONAL

• Skilled in stakeholder management, vendor engagement, and data‑driven decision making.
• Collaborative leadership with strong communication and coaching abilities.