IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
MM
Hybrid Lead, Product Support – IT Infrastructure
Posted 5 months ago
About the role
- Lead overseeing IT infrastructure and operations supporting embedded micro-insurance solutions for a global company. Managing a pivotal role in cybersecurity, system reliability, and operational execution.
Responsibilities
- Oversee all IT infrastructure and operations, including database administration, hosting environments, and production systems.
- Ensure system reliability, uptime, and performance across global deployments.
- Align IT operations with Agile development cycles and product release plans.
- Manage the IT service desk (MiTracker), ensuring timely and high-quality resolution of incidents.
- Drive continuous improvement in monitoring, alerting, and automation processes.
- Lead the development, testing, and maintenance of Disaster Recovery (DR) and Business Continuity Plans (BCP).
- Manage vendor relationships, IT budgets, and monthly cost reporting.
- Lead cybersecurity efforts across the organization, developing and implementing comprehensive information security strategies.
- Monitor, respond to, and mitigate security incidents in a timely manner.
- Maintain compliance with industry standards and data protection regulations (e.g., SOC 2, GDPR, ISO27001).
Requirements
- Azure administration experience and qualifications, such as Microsoft Certified: Azure Administrator Associate or Azure Solutions Architect Expert.
- Strong SQL Server DBA capabilities and experience, including performance tuning, high availability configurations, and certifications like Microsoft Certified: Azure Database Administrator Associate.
- 8+ years of experience in IT infrastructure management, DevOps, or IT operations, essential to be within Product focused companies; fintech, insurtech, or SaaS environments.
- Proven experience leading service desk or technical support functions in a 24/7 uptime environment.
- Deep understanding of cloud infrastructure (AWS/Azure/GCP), database administration, and monitoring tools (e.g., Grafana, Datadog, CloudWatch).
- Hands-on experience with security frameworks, incident response, and business continuity planning.
- Strong analytical, problem-solving, and communication skills, with the ability to work cross-functionally.
- Demonstrated leadership in managing teams and implementing scalable IT systems and processes.
Benefits
- 33 days of paid holiday
- Competitive compensation well above market average
- Work in a high-growth, high-impact environment with passionate, talented peers
- Clear path for personal growth and leadership development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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