IT Operations Officer (Global Operations Services Lead),SC9,TECM at World Food Programme (WFP)

BACKGROUND AND PURPOSE OF THE ASSIGNMENT: 

• To lead Information Technology maintenance and support activities for Field Solutions to enable effective delivery of IT services and innovative IT solutions for internal and external users, in line with WFP strategy.

ACCOUNTABILITIES/RESPONSIBILITIES:

Working in the Global Service Operations Unit under supervision of the Head of Unit, the Global Service Operations Team Lead will be responsible for the following duties:

• Team management: Manage and coordinate a team of IT support staff including the capacity building of staff to ensure individual and team objectives are met in compliance with relevant corporate policies including workplace culture.
• Resource management: contribute to the development of plans and budgets; monitor overall team staffing needs; participate in the recruitment processes for the team; perform periodic performance reviews and advise on areas of improvement; lead reviews of any processes that require decision making that affects the overall team.
• General management: oversee the portfolio of operations and support projects; resolve queries and escalations that touch on operations of the team; manage escalations from team concerning third level support; work with team to drive efficient, accurate and timely responses and resolution to the end users.
• Service delivery: with team leads, plan training and communication to clients and end users of IT services, understand and resolve issues, and ensure IT policies, procedures, systems, and tools are correctly applied to assist WFP staff conduct their work; manage the implementation of new corporate field solutions for use in WFP operations by staff and external parties; interact effectively with internal and external colleagues and user groups to understand their needs and provide effective support.
• Development of integrated IT support services: liaising with the Problem and Incident Managers  perform analysis, troubleshoot and resolve service requests and incidents reported; analyze and translate end user specifications to technical requirements and liaise with third level support teams in development of the same; monitor the implementation of policies and standard operating procedures; identify areas of continuous service delivery improvements by the Operations team with other team leads; actively participate in presentations and/or demos of all release candidates by third level support and pass on the knowledge to the team members.
• Any other duty that may be assigned.

DELIVERABLES AT THE END OF THE CONTRACT:

• Analyzed service management results and recommended service enhancements.
• Participated in business process improvements and identified service management improvements.
• Managed team in issue and problem resolution, user advisories, and solution provision
• Escalated unresolved problems to a higher level of support, monitoring until resolved
• Assured continuous problem and incident support while supporting Country Offices business continuity such as through TDYs

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

• Advanced University Degree in Computer Science, engineering or other relevant field, or First University Degree with additional years of related work experience or trainings/courses

Experience:

• At least 3 years’ experience in computer systems or the technology field

Knowledge & Skills:

• Advanced computer literacy skills.
• Ability to adapt to a range of operating systems.
• Advanced knowledge of technology for development solutions.
• Good understanding of computer systems, mobile devices, and other technology products
• Excellent communication skills, customer oriented and collaborative hands-on team member
• Ability and willingness to operate in difficult living conditions including remote field sites and respond to emergencies including over weekends.
• Ability to work independently

Deadline: 27th June 2023