ICT Officer at International Centre for Reproductive Health

Duties & Responsibilities

Main tasks and responsibilities

ICT Operations & Infrastructure

• Manage, administer, and continuously improve the organization’s ICT systems, infrastructure, and services.
• Plan, implement, monitor, and evaluate ICT operations to ensure high availability, performance, and scalability.
• Design and execute ICT infrastructure strategies aligned with organizational goals, digital transformation, and emerging technologies.
• Oversee installation, configuration, and maintenance of on-premise and cloud-based systems including:
  • Microsoft Servers (Active Directory, Domain Controller, DNS, DHCP, File & Print Services, VPN)
  • Microsoft Exchange (on-prem and hybrid where applicable)
• Maintain accurate ICT asset registers covering hardware, software, licenses, and cloud resources.

Cloud, Microsoft 365 & Collaboration

• Administer and optimize Microsoft 365 services (Entra ID/Azure AD, Exchange Online, SharePoint, OneDrive, Teams).
• Ensure secure, reliable, and compliant access to collaboration tools while enforcing data protection, retention, and governance policies.
• Support hybrid and cloud-first ICT environments, including identity, access management, and device compliance.
• Manage subscriptions, renewals, and licensing for Microsoft 365, websites, social media platforms, and other organizational software.

AI Integration & Digital Innovation

• Identify, evaluate, and support the integration of AI-powered tools to improve productivity, service delivery, and decision-making.
• Administer and support Microsoft Copilot, Power Platform (Power Automate, Power Apps, Power BI), and other approved AI solutions.
• Automate routine ICT and business processes using low-code/no-code and AI-driven workflows.
• Support responsible and ethical use of AI in line with organizational policies, data privacy, and regulatory requirements.
• Provide guidance to departments on AI adoption, use cases, and best practices.

Cybersecurity, Risk & Business Continuity

• Ensure security of networks, systems, endpoints, and data through appropriate controls, monitoring, and policies.
• Implement and maintain cybersecurity best practices including MFA, conditional access, endpoint protection, backups, and incident response.
• Conduct regular business impact analyses, ICT risk assessments, and disaster recovery planning.
• Review, test, and update ICT service continuity and disaster recovery plans.
• Prepare regular reports on ICT risks, business continuity status, gaps, and mitigation measures.
• Lead user awareness and staff training on cybersecurity, data protection, Microsoft 365, and AI safety.

ICT Planning, Procurement & Vendor Management

• Conduct feasibility studies and develop ICT infrastructure models for new and improved systems.
• Prepare Statements of Requirements (SORs), technical specifications, and implementation plans.
• Support procurement processes including evaluation of vendor proposals and contract performance.
• Monitor implementation of ICT projects and continuous improvement initiatives.
• Liaise with ICT vendors, service providers, and partners to ensure service quality and value for money.

User Support & Capacity Building

• Provide second line and escalated ICT support and ensure timely resolution of user issues.
• Coordinate with internal teams and external providers to resolve complex ICT incidents.
• Develop and deliver regular ICT training programs for staff on Microsoft 365, cybersecurity, AI tools, and digital best practices.
• Support the organization’s online presence, including website and social media platforms, with a focus on security and resilience.

Governance, Reporting & Policy

• Participate in the development and review of ICT policies, procedures, and standards.
• Prepare operational, technical, and management reports as required.
• Stay informed on emerging ICT, cloud, cybersecurity, and AI trends and recommend improvements.
• Perform any other ICT-related duties as assigned by the supervisor.

Personal Attributes

Academic / Professional Qualifications

• Bachelor’s degree in information technology, Computer Engineering, Computer Science, or equivalent.
• Professional certification in Microsoft 365 and Cloud Technologies (Microsoft 365, Azure, Entra ID, Copilot).
• Additional certifications such as CCNA, CCNP, MCSE, CISA, or equivalent are an added advantage.
• At least five (5) years relevant ICT work experience in infrastructure, cloud, and enterprise environments.
• Registered member of a recognized professional body.
• Postgraduate qualification or master’s degree will be an added advantage.

Competencies Required for This Role

• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work independently and build a cohesive, collaborative work environment.
• Excellent communication and interpersonal skills.
• Strong organizational, planning, and documentation abilities.
• Adaptability and willingness to learn emerging technologies, especially AI and cloud solutions.
• High level of integrity, confidentiality, and professionalism.