Executive Associate - ICT Infrastructure & Customer Services Lead

Contract

This is a G-7 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 7 years of experience, depending on education. More about G-7 contracts.

OBJECTIVES OF THE PROGRAMME

The Department ofAdministration and Finance provides region-wide support on the full range ofadministrative, financial, Information Technology, personnel, and procurementmatters. The Information Technology and Communications unit provides oversightand support to Country Offices in the Region on all ICT matters, to ensure thatall staff members in the Region have appropriate access to information systemsin a reliable manner for the effective program management within the WHOoffices in the SEA regional and country offices. The ICT unit also providesadvice and support to member states with regards to ICT aspects of nationalhealth programs.

DESCRIPTION OF DUTIES

Under the directionand supervision of the Information Technology Officer -, the incumbent willperform the following duties in coordination with the Regional ICT Officer:

1. Ensure high level of security of SEARO's and WCOs ICT Infrastructure andits compliance with WHO IT Standards. Also Ensure reliable operation and optimalperformance of the overall ICT Infrastructure in SEARO and WCOs:

• Develop LAN, mobility, wireless and Telephonyarchitecture for SEARO and WCOs and Coordinate the implementation, integration andongoing management of ICT infrastructurehosting facilities to host WHO applications in line with WHO ICT standards; Actas 3rd level support for Infrastructure related problems and escalate torespective Teams in HQ and KL(GSC).
• Facilitate the design, implementation andlife cycle of Network and Platforms Management and monitoring systems in SEA officesin line with WHO global IT systems and standards and ensure regular monitoring andreporting of all components of the ICT infrastructure in the region including InternetLinks, GPN Links, secure tunnels, server, storage, backup and recovery.
• Facilitate the design of onpremises and cloud-based IT Infrastructure comprising server hardware,operating systems, virtualization, data storage, email messaging systems andapplications hosting.
• Formulate and implement ICT Disaster Recoveryplans for Regional office, Country offices and field offices in respect to ICT Infrastructuresystems and services.
• Ensure consistent logging of securityevents received on Information security and prompt actions to address anysecurity threats by coordinating with Cybersecurity Focal Point.
• Contribute in the formulation of WHO security policies and standards ensuring SEA region requirements are fullyaddressed.

2. Ensure timely, sustainable, consistent, reliable and cost-effective delivery of end user support as per agreed Service Level Agreements in SEAROand WCOs:

• Develop and implement effective Standardoperating Procedures for user support and SEAR Service Desk.
• Establish a Single Point of Contact(SPOC) approach to handling service requests on Service Now, facilitate andpromote utilisation and adherence of the SPOC system by all users by ensuring allservice requests are handled and promptly updated and closed using this system;
• Recommend and implement improvementsand adjustments to support mechanisms for more effective handling of servicecalls on Service Now.
• Provide advice and recommendations onthe continuous improvement of the end-user environment to meet WHO businessneeds.
• Develop effective operational supportprocesses and procedures and ensure implementation and ongoing compliance withInformation Technology Infrastructure Library (ITIL) standards for efficient servicedelivery, including incident and change management processes.
• Ensure efficient and operational support processes and robust Change Management
• Ensure proper documentation of operationalsupport processes and procedures, liaise with other ICT Team Leads to ensureusers awareness of relevant procedures.
• Ensure to maintain an up-to-dateinventory of ICT services, infrastructure, Licenses, Software based Tools at SEARO and Country Offices.
• Draft requirements and specificationsand participate in negotiations of contracts with third parties with respect to IT Support Services.
• Ensure high level of ICT support to SEACountry Offices and review administrative roles and access privileges with ITFocal Points and service owners to ensure effective local administration of ITsystems and services at Country Offices.

3. Provide sustainable, consistent and innovative workplace andCollaboration services for SEAR users:

• Provide support to Video andTele-conferencing services in internal and external meeting with respect to allIT related requirements.
• Suggest innovative, cost-effective and user-friendlyMeeting solutions catering to the need of Hybrid Model
• Design and implement the cost-effectiveprinting services in SEARO, ensuring service contributes to an environmentallyfriendly IT system.
• Ensure Telephony services and audio-videoservices in SEAR are as per WHO Global standards and complying to WHO securityGuidelines.

4. Coordinate the work of the Infrastructure and SEAR Service desk teamsand report progress status on all duties performed by the team on regular basisto IT Officer. Manage correspondence related to SEAR Service desk and advise onIT training requirements for the team.

5. Technology Assessment support:

• Contribute to discussions, technologyevaluation and testing of Global IT services and standards ensuring usersupport and operational aspects of new and existing services are considered.
• Advise and recommend technicallyfeasible, sustainable, innovative and most cost-effective solutions toproviding user and operational support.
• Review both on-premises and cloud basedsolutions and accordingly share the inputs with all background to the ITOfficer, as and when required.
• Timely review of existing infrastructurein SEAR and accordingly plan and determine budget requirements for ICT projectsand activities.
• Assist supervisor in recommendingtechnically feasible, sustainable and most cost-effective solution to WCOs andto Member States to meet their ICT infrastructure requirements.

6. Serve as a backup for other team members in the Customer Services teamand other team leads in the ICT Unit in their absence. Carry out any otherduties relevant to the job, as required by the supervisor.

REQUIRED QUALIFICATIONS

Education

Essential: Secondaryschool education which may be supplemented by relevant IT courses such as “Technologysuch as Certification required for Microsoft Certified System Engineer (MCSE),Information Technology Infrastructure Library (ITIL), Cisco Certifications inNetworking and Voice verticals” Desirable: University degree in computer science or Equivalent. Certified in Cybersecurity Domain or equivalent.

Experience

Essential: At least ten years of progressively experience in IT Infrastructure, platforms,networks, systems security. Experience in implementing and coordinating largescale IT projects with considerable experience managing IT Infrastructure and CustomerService operations in large offices. Desirable: Experience with designing, engineering, and deploying Informationsecurity solutions and Handling cloud-based infrastructure.5 year experience in an UN organization, international organization, government, business, or professional office.

Skills

(a) Knowledge and skills:Extensive knowledge and experience in running Help-Desk and IT CustomerService operations, including knowledge and certification in InformationTechnology Infrastructure Library. Good knowledge and proven experience inapplying best practices in the area of service management and support.Good presentation skills and document writing skills. Ability to meetdeadlines and produce results, cope with constant work pressure, adapt tochange in technology and move forward in a changing environment. Proven teamworking skills. Good Project Management and staff management skills.Experience in managing large scale projects in large offices or at regional level.

WHO Competencies

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing results
• Moving forward in a changing environment
• Creating an empowering and motivating environment

Use of Language Skills

Essential: Expert knowledge of English. Desirable:

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at INR 1,463,898 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• Staff members in other duty stations are encouraged to apply.

• For information on WHO's operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.