Itil jobs

ABOUT XANTORY

Xantory is a forward-thinking design and build enterprise headquartered in Dubai, engineering solutions at the intersection of agriculture, food technology, and advanced digital infrastructure. We specialize in developing state-of-the-art Vertical Indoor Farming facilities, high-efficiency Food Processing operations, and cutting-edge AI Datacenters. Our facilities run continuously and our crops do not wait — which is why we are establishing a dedicated 24×7 Service Operations Center to monitor and protect every asset we operate, across every site.

ROLE OVERVIEW

The Head of Service Operations Center will build and lead our new Service Operations Center from the ground up. This is a foundational role: you will define the operating model, staff the shift teams, design the escalation and incident management framework, and take accountability for the continuous monitoring of farm operations, cyber security, and asset lifecycle across all Xantory locations. The SOC is the operational nerve centre of the business — when a climate system drifts, a network segment fails, or a security event triggers, your team sees it first and owns the response until resolution. You will report to the CIO and interface daily with Software Development, AI Engineering, and Indoor Farming leadership.

KEY RESPONSIBILITIESCenter Build-Out & Leadership

— Design and establish the Service Operations Center as a Center of Excellence, including operating model, physical setup, tooling, and staffing plan

— Recruit, train, and lead the 24×7 shift team covering Farm Operations Monitoring, Cyber Security, and Asset Lifecycle

— Define role profiles, competency frameworks, and training paths for Level 1 and Level 2 operators

— Build a sustainable shift culture with clear handover discipline and consistent standards across all rotations

Shift Operations & Service Management

— Define and maintain shift schedules, coverage models, and staffing levels for uninterrupted 24×7 operation

— Establish escalation processes, on-call structures, and service level agreements for continuous operations

— Own the incident management lifecycle: detection, triage, escalation, resolution, and post-incident review

— Define and maintain standard operating procedures, runbooks, and handover protocols

— Ensure complete and auditable documentation of all incidents and operational events

Monitoring & Alarming

— Co-design monitoring dashboards and alarm logic for farm systems together with Software Development and AI Engineering

— Define alarm severity classification, threshold logic, and routing rules to minimize noise while ensuring no critical event is missed

— Continuously tune monitoring coverage as new sites, systems, and assets come online

— Establish reporting on availability, incident volumes, response times, and recurring fault patterns

Incident Response & Continuous Improvement

— Take ownership of incident response and structured post-incident follow-up, including root cause analysis and corrective action tracking

— Drive problem management to eliminate recurring incidents at source

— Lead the SOC's response during major operational or security events, maintaining clear command and communication

— Feed operational learnings back into engineering and farm operations to improve system design

Cross-Functional Interface

— Act as the operational interface to the Head of Software Development, Head of AI Engineering, and Head of Indoor Farming

— Represent operational requirements in platform roadmap discussions

— Support the group's ISO 27001 programme with the operational evidence, logging, and process documentation required for certification

REQUIRED QUALIFICATIONS

— Experience building or leading an Operations Center, Network Operations Center, or Security Operations Center

— Solid understanding of industrial monitoring environments and OT/IoT systems

— Demonstrated experience leading shift teams in a 24×7 operating environment

— Calm, structured presence in escalation and crisis situations

— Strong process discipline and documentation habits

— Fluent English, written and spoken

PREFERRED QUALIFICATIONS

— Experience in critical infrastructure, utilities, manufacturing, or datacenter operations

— Familiarity with ITSM frameworks (ITIL) and incident/problem management practice

— Exposure to ISO 27001 or comparable security management systems

— German language skills

— Experience with SIEM, monitoring, or observability tooling

WHAT WE OFFER

— The opportunity to build a Center of Excellence from the ground up, with full ownership of its design

— Genuine responsibility over critical infrastructure supporting live food production

— Shift allowances for the team and a planable, structured leadership role

— Direct exposure to executive management and a clear mandate

— Competitive package in line with UAE market standards

Pay: From AED20,000.00 per month

Work Location: In person