Associate, Information Technology/Infrastructure Services

Responsible for the day-to-day operation, support, monitoring and maintenance of IT infrastructure services, including servers, networks, storage, cloud platforms, backup, endpoint and related infrastructure components, ensuring service availability, performance and security.

Perform infrastructure and IT operational tasks with quality, integrity and professionalism to meet business and operational requirements.

Support business operations through infrastructure incidents, service requests, projects, enhancements and technology upgrades to minimize service disruption and operational risks.

Serve as the primary resource for IT Infrastructure operations while supporting IT Service Management (ITSM) and operational control functions, with an approximate responsibility split of approximately 70% Infrastructure Operations and 30% Service Delivery & Controls.

Ensure compliance with relevant company, Group, regulatory, information security and IT control requirements.

Maintain complete and accurate documentation, operational procedures, approvals, infrastructure records, logs and audit evidence for compliance, governance and regulatory reviews.

Work closely with IT teams, business stakeholders and vendors to resolve issues, meet service level targets and improve service quality and operational efficiency.

Support Business Continuity Planning (BCP), Disaster Recovery (DR) exercises and audit activities where required.

Key Accountabilities:

Infrastructure Operations, Monitoring and Service Support

Manage and support daily operations of IT infrastructure services, including servers, storage, network, cloud platforms, endpoint devices, backup systems and monitoring solutions.

Monitor infrastructure availability, capacity, performance and security to ensure stable and reliable IT services.

Investigate, troubleshoot and resolve infrastructure incidents and service requests within agreed service levels, escalating issues where necessary.

Perform routine operational activities including system health checks, patching, backup verification, capacity reviews and preventive maintenance.

Support infrastructure upgrades, technology refresh activities and operational improvements to maintain service continuity.

Maintain infrastructure documentation, inventory records, technical procedures, operational runbooks and support materials.

IT Service Delivery and Operational Controls

Support IT Service Management (GLPI) processes including Incident Management, User Access Management, Change Management, and Problem Management.

Monitor ticket queues, service request backlogs, incident trends and SLA adherence to ensure service quality targets are achieved.

Process user access provisioning, modification and revocation requests with appropriate approvals and documentation.

Assist in coordinating infrastructure-related changes and releases to minimize operational risks and service disruptions.

Participate in problem management activities, root cause analysis and corrective action tracking to prevent recurring incidents.

Coordinate with business users, vendors and internal IT teams to ensure timely service restoration and issue resolution.

Risk, Security, Compliance and Audit Support

Ensure infrastructure operations comply with company policies, Group standards, regulatory requirements, information security standards and IT control frameworks.

Support remediation activities for infrastructure vulnerabilities, audit findings, risk assessments and compliance reviews.

Maintain audit evidence, operational records, access reviews, backup records and infrastructure control documentation.

Support internal and external audits, regulatory reviews and governance assessments by providing required documentation and evidence.

Participate in periodic control reviews and operational risk management activities.

Infrastructure Projects, Resilience and Continuous Improvement

Support infrastructure projects, cloud initiatives, system implementations and upgrades

Assist with planning, testing, deployment, migration, cutover and post-implementation support activities.

Support Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises to ensure operational resilience.

Identify opportunities to improve operational processes, automate repetitive tasks and enhance service delivery efficiency.

Collaborate with stakeholders to implement operational improvements and infrastructure optimization initiatives.

Vendor and Stakeholder Management

Liaise with vendors, managed service providers, cloud providers and telecommunications partners to support infrastructure operations.

Track vendor service performance, maintenance activities and issue resolution progress.

Coordinate with business stakeholders to understand operational requirements and service expectations.

Provide timely updates, communication and escalation management for infrastructure and service-related issues.

Requirements:

Degree or diploma in Information Technology, Computer Science, Information Systems or a related discipline.

Relevant professional certification in ITIL, service management, access management, governance, risk or audit control will be an added advantage.

Minimum 3 years of experience across IT operations, service desk, access administration, service delivery, change/release coordination or problem management.

Working knowledge of ITIL processes, particularly incident, service request, access, change/release and problem management.

Experience working with ticketing and ITSM tools such as GLPI or equivalent service management platforms.

Experience in insurance, financial services or a regulated environment is preferred.

Strong attention to detail, discipline, integrity, confidentiality and audit-evidence management.

Ability to coordinate multiple service delivery and control activities across access, incidents, requests, releases and problems.

Familiarity with RCA techniques such as 5 Whys, fishbone analysis, action tracking and recurrence prevention.

Good communication and stakeholder management skills when working with business users, IT teams and vendors.

Versatile, systematic and able to provide cross-cover across multiple control areas in a small team environment.

Continuous improvement mindset with willingness to support process standardisation, automation and operational resilience initiatives.