Senior Manager - Infrastructure & Networks Operations

What You'll Be DoingChalhoub Group is the leading luxury retail and fashion group in the Middle East and beyond, operating 800+ stores, warehouses and corporate offices across multiple countries.We run a large hybrid IT estate across on‑prem (warehouses/offices/edge sites) and Cloud (Microsoft Azure & AWS), supported by a managed services partner. We are also transforming our operating model toward software‑driven IT operations, leveraging GitLab, Terraform, Datadog and FreshService ITSM to automate the full lifecycle of IT services.We are seeking a high‑impact Senior Manager – Infrastructure & Networks Operations to lead and enhance Chalhoub’s RUN operations across our distributed retail, warehouse and office footprint, and our hybrid cloud platforms.This role is accountable for the availability, performance, security and operational stability of critical infrastructure and network services.Lead day‑to‑day operations through a managed services partner, ensuring delivery of agreed outcomes via robust vendor governance, clear roles and accountability, tight SLAs, and a programme of continuous improvement.Remain deeply technical, able to dive into incidents, challenge technical root causes and drive permanent fixes while building a strong team spirit and operational discipline across Chalhoub and Partners.In their endeavour to excellence, the fundamental values all our employees must possess are Commitment, Integrity, Empathy and Flexibility.What You’ll Need To Succeed1) Operational Leadership & Service OwnershipOwn day‑to‑day RUN operations for Infrastructure & Networks services across stores, warehouses, offices and hybrid cloud environments.Ensure service delivery meets business expectations for availability, performance, stability and user experience, especially for retail‑critical services.Establish a culture of operational excellence: clear ownership, strong incident discipline, and continuous improvement.Act as senior escalation point for complex incidents, high‑severity problems, and operational risks.2) Managed Service LeadershipLead and govern Infrastructure & Networks operations delivered by our 3rd party (20+ resources).Drive service outcomes through clear operational governance, KPIs, action plans, and proactive risk management.Challenge technical decisions, validate RCA quality, and ensure the right fixes are implemented (not workarounds).Build a “one team” mindset and ways of working across Chalhoub and our 3rd party.3) Incident, Major Incident & Problem ManagementLead operational lifecycle of Incident / Major Incident / Problem Management, ensuring fast recovery and high RCA quality.Reduce recurring incidents by enforcing permanent fixes, standardisation, automation and better monitoring.Own after‑action reviews and ensure actions are delivered end‑to‑end.4) Change, Release & ITSM Excellence (FreshService)Ensure robust Change Management and governance aligned to ITSM processes (FreshService).Improve change success rate by strengthening planning, testing, peer review and operational readiness.Ensure strong documentation, runbooks, and knowledge base practices.5) Microsoft Infrastructure Operations (Must‑have technical depth)Own operational excellence for Microsoft core services, including:Active Directory (authentication, replication, DNS/DHCP, GPO),Windows Server operations and troubleshooting.Provide technical leadership during critical incidents and complex troubleshooting.Ensure operational standards for patching, lifecycle, access control and resilience.6) Network Operations (Cisco)Oversee operational reliability of Chalhoub’s multi‑country network estate:WAN/LAN/Wi‑Fi connectivity across stores, warehouses and offices,Cisco networking and security services.Ensure strong monitoring, incident response, and operational controls for network stability.7) Storage, Backup & Recovery (Commvault preferred)Ensure reliable operations of enterprise storage platforms (capacity, performance, resiliency, lifecycle).Own backup and recovery operations aligned to business needs (RPO/RTO).Drive backup maturity: restore testing, reporting, compliance and continuous improvement.Strong knowledge of enterprise backup tooling; Commvault experience is a strong advantage.8) Automation, Observability & Modern OperationsDrive transformation toward software‑driven operations:Git‑based ways of working (GitLab),Infrastructure‑as‑Code automation (Terraform),Observability and proactive monitoring (Datadog),ITSM integration and workflow automation (FreshService).Reduce manual work and operational risk through automation‑first improvements.9) After‑Hours Escalation & On‑CallParticipate in (or lead) an on‑call / after‑hours escalation model to ensure business continuity.Ensure effective operational coverage, escalation paths, and clear ownership for out‑of‑hours incidents.Skills & ExperienceMust Have10+ years experience in Infrastructure and/or Networks operations in large enterprise environments (retail / multi‑site strong