IT Operations Associate G6 FT

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

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.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area, preferably in Bachelor’s degree in computer science, Computer Engineering, Telecommunication Engineering, Electronics Science/Engineering or related field Professional certification in Cisco networking.

Language: Fluency (level C) in English and Swahili language. 

Experience: 6 years of experience in design and management of large network infrastructure and VHF telecommunication, familiar with secure network architecture, experience with cyber security best practices and knowledge of security protocols. Ability to quickly diagnose and resolve network issues, including those related to performance, connectivity, and security.
 

ORGANIZATIONAL CONTEXT

The Common Back Office (CBO) initiative proposes to streamline key operational areas of participating agencies by harmonizing procedures and consolidating support services into one facility at the country level. This consolidation is expected to reduce duplication of functions and administrative and transaction costs, while the harmonized procedures are expected to, at the same time, increase the quality and effectiveness of these services. 

The CBO unit will provide common identified services in Common Procurement, Common Logistics, Common Human Resources, Common ICT, Common Finance and Common Administration (including Facility Management) to the United Nations participating entities. Additional services could be included as per agreement between the participating entities and the CBO unit through the hosting entity.

JOB PURPOSE

To provide comprehensive IT support for the Common Back Office (CBO), ensuring efficient service delivery by coordinating, managing, and maintaining the UN Common Wide Area Network (WAN) Connectivity, Security Telecommunication Infrastructure, and Customer Service. This is aimed at achieving optimal connectivity and network performance.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the overarching guidance and direct supervision of the Head of Common Back Office, the IT Associate will assume responsibility for:

1. Network Deployment and Maintenance: Oversee the deployment, operation, and maintenance of the WAN and the UN Security Telecommunication Infrastructure to guarantee optimal service delivery in adherence to standard operating procedures.
2. Monitoring and Alerting: Deploy monitoring tools to automate alert systems for both the WAN infrastructure and the UN Security Telecommunication Infrastructure, enabling proactive communication and resolution of incidents. Monitor and address customer feedback, enact enhancements based on insights, and continuously improve customer satisfaction.
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3. Stakeholder Communication: Foster regular communication channels with UN Customer Agencies, Country Directors, and Deputy Country Directors overseeing residence services.
4. Technical Support: Serve as the second-level helpdesk for IT-related issues concerning UN Customer agencies located in Dar es Salaam. Additionally, function as the first-level helpdesk for IT-related concerns for all residences of the Heads of Agencies and their Deputies. Independently address queries and escalate as necessary to ensure timely resolution and accurate information dissemination to staff. Assist in the relocation and installation of both existing and new mobility sites at the request of UN customer agencies, emphasizing the maintenance of standardized network equipment. Maintain thorough documentation and ensure the closure of tickets to uphold comprehensive records.
5. Network Management: Configure and oversee networking equipment, including Access Points and VHF network devices and equipment. Offer hardware and software troubleshooting assistance to all office locations, seeking technical guidance and support from the CBO IT section as needed.
6. Reporting: Provide monthly connectivity uptime reports for all connections

KEY ACCOUNTABILITIES (Continued....)

7. Supplier and Lifecycle Management: Oversee supplier relationships, with a focus on CBO Internet Service Provider (ISP) and Mobile Network Operators (MNO), to ensure compliance with Service Level Agreements (SLAs), address potential breaches proactively, and maintain records of successful SLA compliance. Manage equipment lifecycle, ensuring timely replacement and disposal of end-of life equipment. Contribute to the development and management of One UN Network LTAs, emphasizing harmonization and optimization.

8. Cybersecurity: Guarantee the regular update of all networking equipment within the UN Common Network Infrastructure to safeguard against cyber threats and monitor suspicious activities.

9. Training: Offer training and guidance to end-users of IT services and the security telecommunication system, aiding UN staff in effectively carrying out their duties. Committee Participation: Actively participate as a member of the ICT Work Group.

10. Miscellaneous Duties: Perform other tasks as needed to support the IT infrastructure.

TERMS AND CONDITIONS

Only shortlisted candidates will be contacted. 

DEADLINE FOR APPLICATIONS

The deadline for submitting application for this position is 19 March 2024. 

WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action