ICT Operation Manager

Job description / Role

Title: ICT Operation Manager
Reports to: Head of ICT Infrastructure & Network Department
Location: Makkah, KSA

Role Purpose
Own day-to-day operations of the ICT infrastructure (Data Center, Core Network, ELV/Smart-City systems) to deliver high availability, security compliance (NCA), and SLA attainment.

Key Responsibilities
• ITIL Service Operations: Run Incident/Problem/Change/Release, Capacity & Availability, Service Continuity processes.
• NOC /SOC Operations: End-to-end service monitoring & alerting (network/servers/apps/ELV), reduce MTTD/MTTR via unified monitoring, on-call playbooks, and automated remediation, Coordinate with Cybersecurity (SOC/SIEM), patch/vulnerability management, IAM/MFA, and NCA/ISO27001 compliance,
• Network & Wireless: Operate core/distribution/edge (QoS, VLAN/VRF segmentation, BGP/OSPF), Wi-Fi, and maintain config/backup baselines and change windows.
• Data Center Operations: Backup/restore, quarterly DR tests, virtualization & storage operations, capacity planning, and emergency procedures.
• ELV systems Operations: (CCTV, Access Control, PAS, FAS, BMS, PLC, Digital Signage/VMS, etc.).
• Telecom & Contractors Coordination: Work with telecom service providers (Neutral Host/DAS for GSM/4G/5G, fiber) and ICT contractors to ensure service readiness and resilience.
• BCP (Business Continuity Plan)/H&S (Health & Safety): Lead technical incident response and conduct biannual tabletop drills to ensure BCP/H&S readiness.
• Vendors & SLAs: Manage contract performance, spares, escalation paths, and align maintenance with approved change windows.
• Reporting & CSI) Continual Service Improvement (: Produce monthly service KPIs and drive a data-led Continual Service Improvement roadmap.

• Education/Experience: BSc in Eng./CS/IT;
• 8–12 years in Data Center/Network operations,
• 3+ years in team leadership.
• Technical Competencies: Routing/Switching (BGP/OSPF), Wi-Fi, NG firewalls, virtualization (VMware/Hyper-V), storage & backups, monitoring (SNMP/flow/logs). Hands-on exposure to cybersecurity operations, ELV systems, and telecom services (GSM/4G/5G, fiber).
• Languages: Arabic and English fluency.

• Preferred certs: ITIL v4, CCNP/CCIE, Fortinet/Palo Alto, VMware VCP, Microsoft/Red Hat, ISO/IEC 27001 LI/LA; familiarity with Saudi NCA cybersecurity frameworks.

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.