Senior Infrastructure Operations and Service Delivery Analyst

Chill Insurance Limited (“Chill”) is a multi-channel insurance intermediary regulated by the Central Bank of Ireland. Founded in 2007, Chill has scaled to become one of Ireland’s leading insurance intermediaries. Chill Insurance is backed by Private Equity house Livingbridge and having invested significantly in the infrastructure and operational teams in the business we are now in a position to take advantage of a number of opportunities (both organic and acquisitive) which should lead to a more than doubling in the size of the business in the coming few years. Chill’s sister companies include Quote Devil Insurance, an insurance intermediary and Ivernia Insurance Ltd, an MGA insurer. The finance team support all three businesses and the consolidated Three Rock Group parent entities and this role will provide support across the full group. ABOUT THE ROLE The Senior Infrastructure Operations and Service Delivery Analyst will maintain day-to-day service operating model of the IT department and core infrastructure, ensuring the efficient and effective delivery of IT services to support the organisation's business objectives. Reporting to the Head of Infrastructure services, this role directly supports that agenda by working with 3rd party vendors, maintaining IT infrastructure and services and designing and implementing new IT policies and procedures to cater for change. Key Success Factors Transforming core technology and delivering change (Infrastructure, Network, Cloud, etc.) Managing diverse set of stakeholders including Business and Technical stakeholders, third party suppliers and change programme delivery teams. Maintenance and continuous improvement of best practices for running a complex IT organisation including experience of operating IT estates in domains such as identity and access management, observability, backups and resiliency, business continuity. Developing capability in managing and holding to account multiple service providers (Connectivity, Cloud, Security, Managed Services, SaaS vendors etc.) Ensuring agreed Service Levels for IT Infrastructure availability and performance, IT and Cyber Security, end user support, and other Service Levels that may get defined and introduced from time to time, are achieved and exceeded in accordance with required reporting periods Key Responsibilities IT Infrastructure : Contribute to the support of, and ensure the availability, reliability, and security of the organisation's IT infrastructure, including cloud servers, networks and connectivity, and any hardware. Service Delivery and Management : Assist in the delivery of IT managed services and SOC services through 3rd party vendors, ensuring high levels of service and support for internal users/customers including handling escalations. Adhering to ITIL principles including Change Management, Incident Management, Problem Management, Patch Management, Risk Management, Capacity Management. Regular reporting. Supplier Management : Manage relationships with external IT vendors and service providers, negotiating contracts and ensuring service levels are met. Supervise vendor IT professionals as part of day to day running, including service desk engineers, system administrators, network engineers & program managers. Project Management : Plan, execute, and oversee IT projects, ensuring they are completed on time, within scope, and within budget. Compliance and Security : Ensure IT operations comply with relevant regulations and standards, and that security measures are in place to protect organisational data. Continuous Improvement : Identify opportunities for process improvements and proactively implement best practices to enhance the efficiency and effectiveness of IT operations Minimum Skills and Experience Required Technical Expertise : Strong knowledge of IT infrastructure, including servers, networks, and cloud services. Microsoft Azure, SharePoint, Office365, Purview, exposure to AI technologies. Leadership : Ability to manage third party teams in providing BAU IT and Security services. Problem-Solving : Strong analytical and problem-solving skills, with the ability to troubleshoot complex and varied IT issues including communications, software, and hardware issues. Communication : Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders. Project Management : Experience managing IT projects from inception to completion. Customer Service : Strong focus on customer service and user satisfaction. Supplier Management : Experience managing relationships with IT vendors and service providers. Budgeting : Pro actively managing cloud infrastructure and licenses in order to optimise costs on an ongoing basis. Compliance : Knowledge of IT compliance and security standards such as ISO27001, NIST 2.0, COBIT, and regulations such as GDPR and DORA. Familiarity with Information Governance principles such as data classification and retention rules. Industry Experience : Ideally have experience of working in insurance/financial services/regulate industries and fast paced environments. Reporting and Data Analysis : Ability to utilise tools like SQL, Tableau, PowerBI and/or Microsoft Excel incl pivot tables, to analyse and organise information in to meaningful outputs. Qualifications Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Experience: At least 8 years of experience in IT operations & strategy. Regulated Entities experience a bonus. Industry Certifications: Relevant certifications such as ITIL, PMP, CISA, CISM or CISSP an advantage.