Senior IT Manager (National Position)

Job Description

Background/IRC Summary: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is at work in over 40 countries and 26 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. The IRC has been operating in Thailand since 1975 and currently provides assistance to displaced persons in Tak, Kanchanaburi, Ratchaburi and Mae Hong Son provinces.

Job Overview/Summary: The IT Department supports the organization’s work by providing reliable and scalable applications and infrastructure of the IRC’s offices in the US and around the world, including many technologically challenged locations. An integral component of this effort is ensuring that country programs have the capacity to implement and support these IT initiatives effectively across the country offices and in the field sites.

With dual reporting line to Deputy Director for Operations (DDO) and Regional IT Director (RITD) for Asia, the Senior IT Manager (SITM) will provide quality leadership and oversight of all IRC Thailand IT service functions, including assisting and facilitating the installation, configuration, staff training and operations support. A key aspect of this role is ensuring all technology implementations in-country conforms to the global IT policies and procedures hence working closely with the RITD is vital. In addition, this role will ensure establishment of an open channel to different working groups across the organization to ensure business needs are met, IT concerns were being addressed in a timely fashion, and processes and initiatives aligned with organizational goals and standards.

Major Responsibilities: - Work in close collaboration with Asia Regional IT Coordinator (RITC) to ensure all IT updates are shared and timely guidance is sought - Interact with Programs, Operations and field offices to ensure understanding of business needs and efficient support is delivered - Work with field office IT staff and Field Coordinators to ensure timely delivery of IT project activities and resolution of IT issues. - Conduct relevant training sessions to ensure that staff possesses the knowledge and skills commensurate with their responsibilities specially in using the technologies being implemented in IRC - Directly lead country IT team to ensure effective IT Service Delivery - Ensure timely equipment maintenance, upgrade and replacement - Be responsible for quality delivery of technology service contracts (e.g. ISPs) and ensure they are within agreed service level agreements - Ensure successful implementation of IRC IT global initiatives in the country program. - Align infrastructure and processes to information security standards prescribed by donors and global IT. - Exercise discretion to immediately report potential security breaches to country Senior Management Team (SMT) - Perform regular system security scans and address known vulnerabilities. - Provide ongoing training to increase staff awareness on cyber threats and information security standard methodologies - Participate in the annual budget planning and ensure allocation for the critical and much needed IT investments - Act as the IT focal point for Thailand country program

Key Working Relationships: Position Reports to: Thailand Deputy Director for Operations, and Regional IT Director – Asia

Position directly manages: 1 IT Officer in Bangkok 1 IT Manager and 1 IT Officer in Maesot. 1 IT Manager in Maehongson

Other Internal and/or external contacts: Internal: Program Coordinators, Finance Controller, HR & Supply Chain Coordinators, and Field Coordinators External: Vendors and Consultants

Qualifications

Job Requirements

Education: Bachelor’s and or Master’s university degree in Computer Sciences or Engineering or equivalent education or experience in the information technology field

Technical Skills & Experience: - 5 years or more experience in IT Service Management - Demonstrated experience in aligning IT Support processes with ITIL Service Management principles - Strong analytical and problem-solving skills, and able to effectively convey technical information to IT peers for seamless issue resolution while effectively communicating easily-understandable yet succinct updates to end-users - Experience in managing cloud applications in Azure cloud - Experience supporting an environment with multi-factor authentication (MFA) technologies - Experience in Virtualization technologies using VMware - Background in networking technologies using Cisco devices - Proficiency with client-server environment using Microsoft Server implementing AD, DNS, DHCP and group policy objects (GPOs) - Familiarity in server and endpoint updating and patching methodologies - Deep technical writing/documentation skills - Experience in providing support in an environment that implements ERP is an advantage

Soft Skills and Competencies: - Excellent management and interpersonal skills with demonstrated ability to promote harmonious and cohesive collaboration, in a cross cultural context. - Excellent presentation, verbal communication and report-writing skills with the ability to convey information effectively in English & Thai languages. - Customer-centered demeanor - Ability to perform under extreme pressure while staying diligent to applicable procedures and protocols - Proven ability to plan long-term and prioritize activities according to urgency and impact - Strong diplomatic skills in establishing positive working relationships with senior level management and all team members to improve cooperation and productivity. - Proven sense of professional discretion, integrity, and ability to manage situations patiently and to effective resolution.

Language Skills: Excellent English and Thai language communication skills including speaking, listening and writing

Computer Skill: High proficiency in supporting industry standard IT infrastructure and applications

Certificates or Licenses: A+, ITIL, PMP, MCSE, CISM or similar certifications preferred

Working Environment Based in Bangkok office, occasionally required to travel to field offices and joining conferences and workshops abroad, if required. Standards of Professional Conduct The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Equal Opportunity Employer IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.