Specialist, Service Delivery

The Aga Khan University, a renowned private international institution recognized for excellence in teaching, research, and healthcare, is seeking a Specialist in Service Delivery to join its Information Technology team at the Karachi campus. This role focuses on providing operations and maintenance support within a moderately complex, medium-sized server environment. The Specialist will be responsible for coordinating server and storage provisioning, supporting server infrastructure and services, monitoring performance, managing service requests, and handling projects simultaneously. Reporting to the Manager of Information Technology, the successful candidate will play a vital role in maintaining and enhancing the university’s IT infrastructure to ensure high standards of service delivery.

Key Responsibilities
Perform lifecycle activities such as firmware upgrades and patch management on servers and SAN switching infrastructure. Maintain and update documentation related to these lifecycle activities and operational procedures. Deliver the highest level of operational support for enterprise servers, demonstrating strong technical expertise and ownership. Participate in developing and deploying cost-effective, operationally supportable solutions that meet complex customer requirements and service level agreements (SLAs). Conduct routine operational tasks including server provisioning, hardware replacement, and other data center operations. Monitor scheduled backups daily and promptly resolve any backup-related issues. Ensure maximum in-house maintenance of servers by applying best practices, including updating hardware firmware and drivers.

Maintain comprehensive knowledge of multiple technologies within client and customer-dedicated environments. Oversee the health and environment of the data center, coordinating with other support departments to resolve cooling and electrical issues. Provide end-of-the-road support for complex environments and assist in migration activities from legacy to new server systems with minimal downtime. Prepare clear technical documentation and written procedures to enable team members to assist in all phases of server management. Propose innovative ideas and solutions to management to enhance IT services for the hospital and users. Coordinate with other IT teams to resolve daily operational issues and review team members’ plans and deliverables to ensure quality and timeliness.

Mentor Systems Engineers within and across teams, facilitating customer interactions and providing technical guidance. Offer expert technical support and consultancy to staff across regions including East Africa, London, and Afghanistan. Encourage continuous learning and exploration of new technologies among team members through coaching and training initiatives. Lead vendor interactions to ensure effective support and timely resolution of technical issues.

Required Qualifications
Bachelor’s or Master’s Degree in Computer Science. Minimum of 5 years’ experience managing diverse server environments with strong expertise in HP DL, SuperdomeX, C7000 Blade Chassis, BL460, and BL660 servers. Knowledge of modern technologies including converged and hyper-converged solutions. Familiarity with EMC VMAX, VNX, Hitachi HDS, HP EVA, MSA, and snapshot features, along with various storage switch products. Detailed understanding of RAID, SCSI, SAN, NAS, and experience with iSCSI is a plus. Hands-on experience with EMC Networker backup solutions, EMC Data Domain, DELL tape libraries, and System Center Data Protection Manager. Experience in server virtualization and storage consolidation.

Strong customer service, communication, time management, and organizational skills. Ability to work effectively both independently and within a team environment. Extensive knowledge of data communication concepts and technologies. Strong problem isolation and resolution skills for server-related issues. Capability to lead and direct vendors in technical efforts. Excellent interpersonal skills. Knowledge of data center HVAC systems.

The Aga Khan University is committed to equal employment opportunity and fosters a work environment free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, caste, creed, national or ethnic origin, or gender, except where gender is a bona fide occupational qualification. The university values diversity and inclusion in its workforce.

This is a regular, full-time position based at the Karachi campus under the Aga Khan Hospital & Medical College organization. The application deadline is September 23, 2026.