United Nations World Food Programme
UNIT / DIVISION
Global Technology Division / IT Service Desk
IT Operations Officer (Head- ITSD)
DUTY STATION (City, Country)
One Year (renewable)
Annual Net Salary (Tax-Free)
Starting at INR 1560510 (Subject to medical and pension Deduction)
Medical plan (Cap of USD 60000 per annum) for staff, spouse and dependents children under 18 years
Dependent and Language allowances as per WFP rules and regulations
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.
Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.
OBJECTIVE OF THE POSITION
We are seeking to fill a IT Operations Officer (deputy to ITSD Head in India) , based at the offshore office of Headquarters Global IT Service Desk in Gurugram, India.
Objective of the position is to support the delivery of efficient and effective IT and Telecommunications (TC) services, contributing to sound, innovative IT solutions that enable staff to deliver food assistance to beneficiaries, in line with WFP’s strategy.
The IT Service Desk works on 24 / 7 / 365 model; hence Officer should be flexible to align the working time in accordance to requirements from staff and time zone of clients across globe.
This position is under the overall guidance of TEC division and under direct supervision of the ITSD Manager. Active contribution to the compilation, analysis, maintenance and reporting of IT data to maximise the effectiveness of IT services is expected from IT Operations Officer in this role.
Resolution of daily issues (work / staff) and provide timely support to the design, development and usage of systems to clients.
The incumbent will guide and lead the service desk operations. It will also require to work on improving Operations efficiency, change management and innovation to achieve better results.
KEY RESPONSIBILITIES (not all-inclusive)
Support the budgeting, planning and deployment of IT and Telecommunications systems that are aligned with business needs, in accordance with WFP corporate standards.
Work with ITSD manager and HQ management to contribute and develop plans supporting the IT vision, direction and strategy implementation.
Monitor and streamline the Service desk operations and meet Key performance indicators for Operations. Participates and assigns resources to Projects.
Reviews, edits and approved process documents or Standard Operating procedures (SOP’s).
Install and configure new computer hardware for improving and upgrading system performance; support any technology upgrades as required.
Manage Service Desk staffing, including staff and shift leaders, work planning, coordination and needed supervision, scheduling, development, evaluation and reporting.
Collate data and contribute to the preparation of accurate reports on IT / TC investments and costs, providing information to inform decision-
making by stakeholders.
Develop technical skills and knowledge and build awareness of industry developments.
Respond to queries from users, understanding and resolving issues, providing advice and ensuring IT policies, procedures, systems and tools are correctly applied to support them.
Participates in Service Transition projects and ensure a smooth, effective and contour transition.
Support the capability building of staff through the organisation and / or review of training programs aimed at developing skills / knowledge in IT and TC.
Coordinate with other UN agencies to network, align activities and support possibilities of inter-agency collaboration in the field of IT and Telecommunications.
Interact effectively with colleagues and user groups to understand their needs and provide appropriate technical support.
Follow standard emergency preparedness and contingency planning practices to ensure WFP can maintain basic IT services and / or quickly respond and deploy resources to affected areas at the onset of a crisis.
Follow operational plans and deliver resource requirements at the onset of an emergency.
Responsible and accountable for maintaining Business continuity plan for Operations.
Perform any other duties, as required.
STANDARD MINIMUM QUALIFICATIONS
Advanced university degree in Computer Science (Example : BTech / MCA / MTech / MS) or other relevant field, or First University degree with additional years of related work experience or trainings / courses.
Certification in ITIL intermediate / PMP / PRINCE2 would be of added advantage.
Languages : Good command over written and spoken English language
DESIRED EXPERIENCE FOR ENTRY INTO THE ROLE
5 to 7 years of experience of leading operations of providing Technical support / service desk / IT infrastructure management in large organisation / ITES environment.
Ability to work with leadership with global stakeholders.
Has deep understanding / knowledge of at-least 2 technologies i.e. SAP / IT Infrastructure / Software Support / ITIL Deployment / Network / Microsoft technology
Has managed user support activities resulting in timely, high-quality delivery of services to user community, including the emergency operations
Has good experience in Project Management / Transition / Process design and migration
Candidates having work experience in large ITES / IT organisations will be given preference
Ability to provide the focal point services to the global stakeholders for service desk related operational matters.
Experience in guiding higher complexity technical issues.
Should have good working knowledge of ITIL, SD WAN, Infra / Application Management.
Must be very meticulous in managing team and operations both.
DESIRED SOFT SKILLS
Highly effective communication skills are required.
Incumbent should be intrinsically motivated and enthusiastic to take up this role of responsibility.
Ability to work with people from different backgrounds.
Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.
Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioural Flexibility.
4Ps CORE ORGANISATIONAL CAPABILITIES
Understand and communicate the Strategic Objectives : Understands WFP’s Strategic Objectives and the link to own work objectives.
Be a force for positive change : Flexibly adapts individual contributions to accommodate changes in direction from supervisors and internal / external changes (such as evolving needs of beneficiaries, new requirements of partners).
Make the mission inspiring to our team : Recognizes and shares with team members the ways in which individual contributions relate to WFP’s mission.
Make our mission visible in everyday actions : Sets own goals in alignment with WFP’s overall operations, and is able to communicate this link to others.
Look for ways to strengthen people's skills : Assesses own strengths and weaknesses to increase self-awareness, and includes these in conversations on own developmental needs.
Create an inclusive culture : Participates in open dialogue, and values the diverse opinion of others, regardless of background, culture, experience, or country assignment.
Be a coach & provide constructive feedback : Proactively seeks feedback and coaching to build confidence, and develop and improve individual skills.
Create an I will / We will spirit : Participates in accomplishing team activities and goals in the face of challenging circumstances.
Encourage innovation & creative solutions : Shows willingness to explore and experiment with new ideas and approaches in own work.
Focus on getting results : Consistently delivers results within individual scope of work on time, on budget and without errors.
Make commitments and make good on commitments : Commits to upholding individual accountabilities and responsibilities in the face of ever-
changing country or functional priorities.
Be Decisive : Makes rational decisions about individual activities when faced with uncertain circumstances, including in times of ambiguity regarding information or manager direction.
Connect and share across WFP units : Seeks to understand and adapt to internal or cross-unit teams’ priorities and preferred working styles.
Build strong external partnerships : Demonstrates ability to understand and appropriately respond to and / or escalate needs of external partners.
Be politically agile & adaptable : Portrays an informed and professional demeanor toward internal and external partners and stakeholders.
Be clear about the value WFP brings to partnerships : Provides operational support on analyses and assessments that quantifies and demonstrates WFP’s unique value as a partner.
FUNCTIONAL CAPABILITIES Capability Name Description of the behaviour expected for the proficiency level Governance, Strategy and Architecture Shares knowledge of IT governance process and system architecture development with team and analyses current designs for improvements and enhancements while ensuring compliance with legislation and specifies any required changes.
Change Implementation, Project Management, Planning and Optimization Utilises working knowledge of project and change management approaches to collect and analyse relevant data from multiple stakeholders to develop evidence-
based business case for change. Technical Expertise Exhibits deep technical knowledge in area of expertise and actively transfers knowledge to strengthen the skill base across the function;
considers the most appropriate use of technical resources to ensure skill development and optimization of resource allocation.
Service Management Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction.
Ensures that operational problems are identified and resolved. Client Management Applies thorough understanding of the business, customers, new IT technologies and techniques to implement improved solutions and define service levels, standards and the monitoring process for client service staff.
Procurement and Contract Management Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability. TERMS AND CONDITIONS
WFP offers a competitive compensation package, with pension and medical insurance benefits to employee and eligible dependents.
The starting annual net salary is approximately Rs. 1560510 / - lakhs per annum after tax for NO-A Fixed term appointment.
Other Benefits : Medical plan (Cap of USD 60000 per annum) for staff, spouse and dependents children under 18 years. Dependent and Language allowances as per WFP rules and regulations
HOW TO APPLY
Please visit the following websites for detailed information on working with WFP. It is must that you upload your education / certification / experience certificates at the time of applying on WFP website.
Click on : Our work and Countries to learn more about WFP’s operation.
Only shortlisted candidates will be contacted for participation in the selection process.