IT Infrastructure and Support Services Officer

2 weeks ago

Istanbul, Istanbul, Turkey World Health Organization Full time
Job Purpose

The World Health Organization seeks a highly skilled IT Infrastructure and Support Services Officer to join its team. This role is responsible for managing the organization's infrastructure and service desk support, ensuring that IT systems and services are delivered efficiently and effectively.



Key Responsibilities

  • Manage the infrastructure and service desk support within the WHO Regional Office for Europe, including country offices and Geographically Dispersed Offices (GDOs).
  • Supervise and manage the work of the ICT Infrastructure and Service Desk teams at the EUR Regional Office and provide technical oversight of ICT support in countries and GDOs.
  • Provide managerial and technical guidance and advice to supervised staff, coordinate, identify and communicate work priorities to staff under his/her supervision, assess staff performance and technical capabilities and facilitate an empowering work environment.
  • Foster the development and implementation of best practices towards high performance through a culture of innovation, efficiency and delivery of services.
  • Ensure standardized and reliable ICT service desk functions and ICT infrastructure in the Regional, GDOs and Country Offices.
  • Implement ICT change management processes in accordance with organizational standards.
  • Provide advice on ICT procurement standards for ICT and for staff in the Region.
  • Ensure all ICT standards, operating procedures, and policies for infrastructure and end-users are documented, kept up-to-date and communicated.
  • Liaise with the UN ICT team to leverage the UN City ICT data, voice and video infrastructure for EURO operations.
  • Implement support processes for EURO Service Desk in line with Global Service Desk standards and procedures.
  • Analyze Help Desk requests, resolution times, and support trends and adjust support processes and resource allocation to ensure continuous improvement of support quality.
  • Ensure that ICT external vendors/contractors providing support to WHO infrastructure and staff in Country Offices and GDOs are appropriately trained to provide effective support of WHO ICT systems in line with established support procedures and organizational standards.
  • Coordinate with Global Service Desk on the implementation and streamlining of regional support process to ensure proper handling of service requests and effective escalation path.
  • Leading the ICT Infrastructure implementations, changes and adjustment in the Regional and Country Offices and recommend changes to systems, configurations, and processes to meet organizational ICT standards.
  • Plan and implement appropriate computing and connectivity solutions in all European Region offices to meet technical and business units' needs in line with global priorities.
  • Implement and manage monitoring systems to measure uptime, availability and compliance for infrastructure, networks and connectivity in line and integrated with global monitoring systems and report and escalate to GSD as required.
  • Assess the support needs and level of ICT support in Country Offices and in RO, recommend and implement measures to improve the quality and effectiveness of ICT support, including necessary equipment.
  • As the Information Security focal point for the European region, ensure implementation of the ICT Security plan and global procedures and guidelines at the Regional and Country Offices, in close coordination with the Chief Information Security Officer (CISO) at headquarters.
  • Implement security processes in accordance with global security policies and guidelines.
  • Ensure latest operating systems and security fixes and patches are applied to all end-user computing equipment and ICT infrastructure components in a timely manner in line with WHO processes and procedures.
  • Under the guidance of the Manager ICT and the Chief Information Security Officer (CISO) at headquarters, implement ICT security awareness activities at the Regional and Country Offices.
  • Perform regular IT security tests and audits in EURO offices and ensure adherence to the organization's ICT and Information Security policies and procedures.
  • Provide support to emergencies in the region, in close coordination with the WHE at EURO and IMT/HQ teams to ensure ICT systems are up to date and available for emergencies.
  • Responsible for alignment and interoperability of EURO emergencies facilities with WHO emergency operations capacities, globally and with other WHO regions.
  • Responsible for infrastructure readiness in emergencies and crisis situations.


Requirements

  • University degree (Bachelor's level) in computer sciences/engineering, telecommunications, electronics or other relevant discipline.
  • At least 5 years of professional experience in service delivery and in the implementation and management of complex IT systems and services in a large/complex organization.
  • Documented experience with IT security at a regional level or in a large office.


Skills

  • Knowledge of the principles, theories, practices and techniques for managing the activities relating to planning, managing and implementing IT systems and services for the office.
  • Good knowledge of systems lifecycle.
  • Knowledge across multiple technical areas such as IT administration, systems analysis/development methods, databases, IT infrastructure management, IT security, IT service delivery, and business process analysis.
  • Ability to plan and coordinate a wide variety of activities in different IT areas.
  • Vendor contract and outsourcing management.
  • Ability to identify and manage one's own emotions, as well as helping others to do the same.


Languages

  • Expert knowledge of English.

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