Job Description

FPG Mercantile Insurance has built an enviable reputation for developing customer insights that support the creation of relevant commercial and individual insurance products and solutions.

Job Summary

The role is responsible for ensuring reliable IT services, effective infrastructure management, timely resolution of technical issues, and continuous improvement of IT operations. This position works closely with internal teams, business stakeholders, and technology partners to support business continuity, system reliability, security, and efficient service delivery.

What You'll Do

Lead the day-to-day operations and support of the company's IT infrastructure and technology environment.
Monitor the availability, performance, and reliability of servers, networks, systems, hardware, and other IT infrastructure.
Manage and resolve infrastructure-related incidents, technical issues, and service requests within agreed timelines.
Perform regular monitoring, maintenance, troubleshooting, and optimization of IT infrastructure and systems.
Ensure proper implementation and maintenance of backup, recovery, business continuity, and disaster recovery processes.
Assist in implementing and maintaining IT infrastructure, policies, procedures, and operational standards.
Coordinate with internal users, IT teams, vendors, and service providers to address technical concerns and ensure timely resolution.
Manage and monitor IT infrastructure projects, upgrades, installations, and system enhancements.
Support network administration, server administration, system configuration, and IT asset management activities.
Assist in maintaining appropriate user access, system security, and infrastructure controls in coordination with relevant IT teams.
Monitor system capacity and performance and recommend improvements to enhance reliability and efficiency.
Maintain accurate IT documentation, infrastructure records, configurations, and technical procedures.
Prepare regular reports on IT operations, incidents, infrastructure performance, and ongoing initiatives.
Provide technical guidance and support to IT team members and business users when necessary.
Identify opportunities for process improvement, automation, and operational efficiency.
Perform other IT-related duties and special projects assigned by management.

What You Need to Have

Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or any related course.
Minimum of 3–5 years of relevant experience in IT Operations, IT Infrastructure, Systems Administration, Network Administration, or Technical Support.
Experience in a lead, senior, or supervisory capacity is an advantage.
Strong knowledge of IT infrastructure, networking, servers, operating systems, hardware, and systems administration.
Experience in troubleshooting and resolving infrastructure and technical issues.
Knowledge of backup and recovery, disaster recovery, system monitoring, and IT security practices.
Experience coordinating with IT vendors, service providers, and external technology partners.
Strong analytical, troubleshooting, and problem-solving skills.
Good understanding of IT service management and operational processes.
Strong communication, coordination, and stakeholder management skills.
Highly organized, proactive, and able to manage multiple priorities.
Experience in the insurance or financial services industry is an advantage.