Position Title

Head IT Infrastructure &Support

Concept Name

VIVA

Function / Department

IT

Grade

WL 6

Reporting To

CIO

Base Location (City)

Dubai

Country

United ArabEmirates

POSITION OBJECTIVE

The Head of IT Infrastructure & Support willbe responsible for implementing, managing and maintaining VIVA’s IT infrastructure ensuring itsreliability, scalability, and security. Thisrole also involves managing IT support services for speedy resolution of issues across stores, warehouses & offices.

KEY RESPONSIBILITIES

1. IT Infrastructure Management

• Develop and execute the IT infrastructure roadmap & ensure the infrastructure is scalable, secure, and capable of supporting the organization's current and future needs.
• Maintain andmanage the company's IT infrastructure, including hardware, servers, networks, and cloud environments in an effective & cost-efficient manner.
• Timely set up of IT systems and infrastructure in new territories and for expansion in existing territories
• Oversee the design, implementation, upgrade and maintenance of on-premise, cloud,and hybrid infrastructure solutions.
• Monitor system performance andimplement improvements to ensure optimal operation.
• Drive cost-saving initiatives through automation, consolidation, and cloud optimization.
• Oversee procurement of IT equipment in an efficient and cost-effective manner.
• Maintain IT asset inventory and documentation.

1. Security &Compliance:

• Implement and maintain robust cybersecurity measures to protect organizational assets.
• Ensure compliance withOrganizational standards andregulatory requirements.
• Work closely with IT security teamsto mitigate risksand respond to incidents.

1. Network &Cloud Management

• Monitor and maintain network performance.
• Manage user access controls and authentication mechanisms.
• Implement and maintain robustsecurity measures to protect the organization's IT infrastructure and data.

1. IT Support

• Develop and implement IT support policies, procedures, and bestpractices to ensurehigh levels of customer satisfaction.
• Manage the IT service desk, ensuring thatincidents and servicerequests pertaining to hardware, software, and networking issues are resolved within agreed SLAs.
• Oversee the setup, configuration, and troubleshooting of hardware and software.

1. Vendor Management:

• Manage relationships withthird-party service providers, vendors, and contractors.
• Negotiate contracts and ensure thatall vendors meetperformance and qualitystandards.
• Oversee the procurement of IT equipment and services.

1. Risk Management and Compliance:

• Identify potential risks in IT operations and projects andestablish measures to mitigate thoserisks.
• Ensure compliance with relevant regulations, data security standards, and internal policies.
• Implement disaster recovery and business continuity plans.

CANDIDATE SPECIFICATIONS

Qualification

• Bachelor’s or Master’s degreein Information Technology/ Computer Science Engineering

Experience

• 15 + years of well-rounded experience in IT with at least 10 years in IT Infrastructure & Support roles
• Retail industry experience is a must. Discount grocery retailing experience will be a distinct advantage.
• Experience in leading multi-country operations with a good understanding of multi- county sourcing
• Background in startupenvironments and enterprise-level transformation projects

Attributes

• Should have the rightcost orientation in alignment withthe business model.
• Should be willing to walk the extra mile and work in a high pressure scale-up environment.
• Should have good leadership & interpersonal skills