About the job
Location
Jeddah, Makkah Province, Saudi Arabia
Department
IT & Cybersecurity Managed Services
Reports To
Director – Technology Services
Location Details
This is an offshore role that involves supporting a client based in Jeddah. The selected candidate will be required to spend a minimum of one month in Jeddah initially and then travel once a month to the client thereafter.
Role Overview
We are seeking a seasoned and proactive Senior IT & Cybersecurity Managed Services Manager who will take charge of resolving intricate technical issues independently, managing enterprise-level clients, and overseeing comprehensive service delivery. This role necessitates a professional with exceptional troubleshooting skills, the ability to manage escalations, lead a technical team, liaise with vendors, and deliver executive-level reports with confidence and professionalism.
Key Responsibilities
- Serve as L2/L3 escalation authority and personally address critical IT and security challenges.
- Engage in hands-on troubleshooting for networks, firewalls, security, and infrastructure incidents.
- Oversee IT & Cybersecurity Managed Services operations while ensuring compliance with SLAs and KPIs.
- Guide and mentor a team of up to 10 engineers.
- Manage enterprise client interactions with professionalism and accountability.
- Independently develop and present monthly executive-level service and security reports.
- Lead service transitions, operational projects, and initiatives aimed at continuous improvement.
- Oversee vendor relationships and third-party partners, including managing escalations and performance evaluations.
Mandatory Technical Expertise (Hands-On)
Networking – L2 & L3
- Expertise in enterprise switches and routing.
- Familiarity with VLANs, Trunking, STP, and Inter-VLAN routing.
- Understanding of OSPF, BGP fundamentals, NAT, and QoS.
- Proficiency in network performance analysis and packet-level troubleshooting.
Firewall & Network Security (Expert Level)
- Experience with FortiGate Firewalls is mandatory.
- Proficient in policy and NAT troubleshooting.
- Knowledge of IPSec / SSL VPN.
- Experience with UTM (IPS, Web Filtering, App Control).
- Understanding of HA (Active-Passive / Active-Active) configurations.
- Capable of traffic flow debugging and log analysis.
IT & Cybersecurity
- Familiarity with Active Directory and Microsoft Exchange.
- Experience with server infrastructure (both on-premises and cloud).
- Knowledge of SIEM, EDR, NDR, DLP, and SOC operations.
- Experience with vulnerability assessment and remediation tracking.
- Familiarity with ITIL Incident, Problem, and Change Management processes.
Reporting & Client Governance
Prepare and present monthly executive dashboards and reports encompassing:
- SLA and KPI performance metrics.
- Incident and Root Cause Analysis (RCA) summaries.
- Security posture and risk trend analysis.
- Service improvement roadmap.
Lead service review and governance meetings with senior stakeholders.
