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The IT Operations & Infrastructure Specialist is responsible for ensuring the reliability, stability, resiliency and security of the organization's IT infrastructure. This role supports day-to-day IT operational activities, proactively monitors systems, manages incidents & problem management, and executes maintenance tasks to ensure seamless business operations. The IT Ops & Infra specialist also plays a key role in infrastructure improvements, security remediation, patching, and supporting disaster recovery readiness. This role will report to the IT Operations & Infrastructure Manager.

Job Profile Summary:

The IT Operations & Infrastructure Specialist is responsible for ensuring the reliability, stability, resiliency and security of the organization's IT infrastructure. This role supports day-to-day IT operational activities, proactively monitors systems, manages incidents & problem management, and executes maintenance tasks to ensure seamless business operations. The IT Ops & Infra specialist also plays a key role in infrastructure improvements, security remediation, patching, and supporting disaster recovery readiness. This role will report to the IT Operations & Infrastructure Manager.

Job Description:

Incident, Change & Problem Management

Participate actively in Incident Management for high-priority incidents (P1/P2/P3C) to support service restoration.
Collaborate with Problem Manager to resolve root causes and implement long-term solutions
Support Change Management by assessing business and infrastructure impact and conducting post-implementation reviews.

Maintenance & Lifecycle Management

Support lifecycle management of infrastructure components including servers, operating systems, hardware, and software.
Plan, coordinate, and execute upgrades and maintenance activities.
Develop and maintain runbooks, SOPs, technical checklists, and pre/post-validation verification & procedures.

Security & Compliance

Ensure regular patching, security remediation, and vulnerability management across servers and infrastructure components.
Review and maintain infrastructure baselines, configurations, and compliance with internal policies and regulatory requirements (e.g., MAS, Group Standards).
Manage Privileged ID (PID) access, ensuring all privileged accounts are secured and compliant.

Service Operations Support

Monitor and support daily service operations to ensure service stability.
Track SLA achievement and collaborate with teams to resolve deviations.
Monitor and maintain service-related dashboards and performance metrics.

Infrastructure Operations & Support

Perform root cause analysis and implement corrective actions to prevent recurring incidents.
Ensure timely resolution of IT operational tasks, service requests, and escalations.
Enhance end-to-end infrastructure and application monitoring for proactive issue detection.
Identify recurring issues to improve operational efficiency.

Continuous Service Improvement

Identify service gaps and recommend process improvements.
Assist in implementing automation and efficiency initiatives.
Support documentation updates including SOPs, knowledge articles, and runbooks.

Documentation & Collaboration

Maintain accurate documentation of operational processes.
Provide regular update of incident summaries and compliance status.
Ensure compliance with audit, policy, and regulatory requirements.
Work closely with Technical SMEs and Business teams to ensure smooth operations.
Coordinate with vendors for troubleshooting, maintenance, and infrastructure enhancements.
Support infrastructure requirements for ongoing projects and new initiatives.

Who we are looking for:

Technical Skills

A minimum of 8 to 10 years of working experience in the field of IT Infrastructure Operations, Production Support or Service management and must have hands-on experience.
Must have strong business acumen, objective, detailed and have excellent presentation skills.

Excellent attention to detail, data accuracy, and data analysis.
Excellent stakeholder management, influencing and planning skills.
Experience with service management tools (ServiceNow or BMC Remedy)
Experience in financial/insurance industry is an advantage.
Knowledge of cloud environments (Azure, GCP) is an advantage.
Knowledge of monitoring tools (Dynatrace) is an advantage.

Personal Traits

Strong sense of personal accountability
Excellent problem analysis skills.
Proven ability to collaborate to deliver for business outcomes.
Good coordination skills with various stakeholders (internal & external)
Strong willingness to deliver quality.
Ability to multitask and work independently with minimal supervision.

Education

Minimum diploma in IT discipline, or equivalent IT experience
Certification in ITIL, Service Management or equivalent

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.