Head of Network & IT Operations

Job Description – Head of Network & IT Operations
Location: Islamabad

Job Purpose

The Head of IT Operations is responsible for leading and managing the organization’s overall IT operations, infrastructure and technology services across all locations. The role is responsible for ensuring reliable, secure, scalable and cost-effective IT services, covering enterprise networks, infrastructure, data centers, IT service delivery, cybersecurity controls, business continuity, vendors and technology operations.

The position will establish IT operational standards, service levels, technology roadmaps and governance frameworks while ensuring high availability, performance, security and timely resolution of IT issues across the organization.

Key Responsibilities

1. IT Operations & Strategy

• Lead the overall IT Operations, Infrastructure, Network, Systems and IT Support functions across all organizational locations.
• Develop and implement IT operational strategies, standards, roadmaps, policies and service delivery frameworks in alignment with business requirements.
• Establish and monitor IT service levels, operational KPIs and performance standards.
• Ensure consistent IT processes and service delivery across all locations.
• Lead IT operations in a 24/7 business environment and ensure timely response to critical incidents and escalations.

2. Network & Connectivity

• Oversee enterprise network and connectivity infrastructure, including LAN/WAN, Wi-Fi, ISP links, VPNs, SD-WAN and voice, video and data services.
• Ensure network availability, performance, capacity, security and reliability.
• Oversee enterprise firewalls, secure remote access and related network security infrastructure.
• Evaluate network architecture and recommend improvements based on business, security, scalability and cost requirements.

3. IT Infrastructure & Data Centers

• Oversee servers, storage, virtualization, data centers, NOC infrastructure, backup systems and related IT infrastructure.
• Ensure the availability, performance, capacity and reliability of critical IT infrastructure.
• Develop technology refresh and infrastructure capacity plans.

4. Cybersecurity & IT Controls

• Ensure implementation of appropriate infrastructure and network security controls.
• Coordinate with Information Security/Cybersecurity teams on IT security requirements and controls.
• Ensure secure configuration and operation of firewalls, VPNs, servers, networks and other infrastructure.
• Support ISO 27001 requirements, internal/external audits and applicable regulatory requirements.
• Ensure timely resolution and closure of IT-related audit observations and control gaps.

5. IT Service Management & End-User Support

• Lead IT Service Management, Help Desk and end-user support operations.
• Establish and monitor service levels for software, systems, email, printers, FTPs, workplace technology and other IT services.
• Implement structured incident, problem, change, escalation and service management processes.
• Ensure timely resolution of user and infrastructure issues and maintain appropriate escalation mechanisms.
• Continuously improve IT service delivery and user support processes.

6. Backup, Disaster Recovery & Business Continuity

• Oversee backup, disaster recovery and business continuity arrangements for critical IT infrastructure and systems.
• Ensure appropriate backup policies, recovery procedures and disaster recovery plans are maintained.
• Conduct periodic recovery and DR testing and ensure identified gaps are addressed.
• Ensure continuity and availability of critical IT services during operational disruptions.

7. Vendor, ISP & Technology Management

• Manage technology vendors, ISPs, cloud providers, OEMs and service partners.
• Establish and monitor SLAs, service contracts and vendor performance.
• Manage IT licensing, renewals, maintenance agreements and technology-related contracts.
• Support technical procurement and ensure technology purchases meet business, technical, security and cost requirements.
• Manage IT asset lifecycle and technology refresh requirements.

8. Budget & Resource Management

• Develop and manage IT operational budgets in line with organizational requirements.
• Prepare infrastructure, capacity and technology investment plans.
• Monitor IT operational costs and identify opportunities for cost optimization.
• Ensure appropriate allocation of technical resources across locations and operational requirements.

9. Leadership & Management Reporting

• Lead, mentor and develop IT Infrastructure, Network, Web and IT Support teams and other relevant technical resources.
• Establish clear roles, responsibilities, performance expectations and operational standards for IT teams.
• Provide regular management reporting on IT availability, uptime, incidents, risks, projects, costs, capacity and operational performance.
• Escalate critical IT risks, incidents and infrastructure issues to management with appropriate recommendations.
• Work closely with business and functional stakeholders to understand technology requirements and ensure effective IT support.

Qualifications & Experience

• Bachelor’s/Master’s degree in Information Technology, Computer Science, Engineering or a related discipline.
• 12+ years of relevant IT experience, including at least 5 years in a senior IT leadership/management role.
• Strong experience in enterprise IT infrastructure, networking, systems, data centers, IT operations and service delivery.
• Experience managing multi-location enterprise IT environments is preferred.
• Strong experience with enterprise networks, firewalls, VPNs, network security, servers, storage, virtualization and backup/DR environments.
• Experience with IT Service Management, incident/problem/change management and ITIL practices.
• Experience managing vendors, ISPs, OEMs, technology contracts and IT budgets.
• Experience in broadcast, media, publishing, digital content or another 24/7 operational environment will be an added advantage.

Key Competencies

• Strong leadership and people-management skills.
• Strong technical knowledge of enterprise IT operations and infrastructure.
• Strong understanding of networking, routing, switching, firewalls, VPNs, Wi-Fi and SD-WAN.
• Knowledge of servers, storage, virtualization, backup and disaster recovery.
• Strong understanding of cloud and hybrid infrastructure.
• Strong understanding of network security
• Knowledge of IT Service Management, ITIL and incident/change management.
• Strong vendor, ISP, OEM, budget and stakeholder management skills.
• Strong analytical and structured problem-solving abilities.
• Ability to manage critical incidents and operational issues under pressure in a 24/7 environment.
• Strong communication, decision-making and cross-functional coordination skills.

Certifications

Relevant professional certifications will be an added advantage, including:

• CCNP / CCIE
• Microsoft certifications
• OEM certifications w.r.t. servers, network, datacenter and visualization
• ITIL / ISO 27001-related certifications

Application Question(s):

• What is your current salary?
• What is your expected salary?
• What is your notice period?
• Please state your current employer?
• Please state your current designation?
• Please provide details of your educational qualifications, including your degree title and the name of the institution/university?
• Please provide your current contact number?

Location:

• Islamabad (Required)

Work Location: In person