Infrastructure & Systems Operations Officer at Fidelity Shield Insurance

About the Role

Fidelity Shield Insurance is seeking a qualified Infrastructure & Systems Operations Officer to manage and maintain our critical ICT infrastructure and support business continuity in Nairobi, Kenya.

Key Responsibilities

• Run day-to-day ICT infrastructure operations for servers, networks, virtualization, storage, Windows/Linux, Active Directory, DNS/DHCP, Exchange/M365, PBX and other key business systems
• Implement and monitor technical security controls and patching (hardening, access and identity management, endpoint protection and VAPT remediation) in line with ICT policies, the ICT Operations Manual and regulatory requirements
• Support and maintain network and connectivity services (LAN/WAN, VPN, firewalls, Wi-Fi) and facilities-linked ICT systems such as access control and CCTV
• Coordinate ICT Service Desk activities as a Level 2 escalation point, and manage backups, restoration tests and DR/BCP support to ensure service continuity
• Maintain ICT documentation and asset inventory, liaise with vendors and service providers, and contribute to ICT projects, upgrades and modernization initiatives

Required Qualifications & Experience

• Bachelor's Degree in IT, Computer Science, or related field
• Minimum 2 years' experience in infrastructure or systems administration
• Hands-on experience with Windows/Linux administration, virtualization, and backup/restore tools
• Good understanding of networks (switching, routing, VLANs, firewalls, VPNs)
• Experience implementing technical security controls
• Knowledge of PBX/VoIP systems and Exchange/M365

Preferred Qualifications

• Familiarity with ITIL
• Certifications such as CCNA, MCSA/MCSE, VMware, Linux+, or Security+

Core Competencies

• Strong troubleshooting, analytical, and documentation skills
• Effective communication and stakeholder engagement
• Ability to work in a fast-paced environment and coordinate Service Desk escalations
• Proactive, accountable, and dependable