Kuala Lumpur, Malaysia
WHO GSC Kuala Lumpur
Team Lead (Operations and User Support)
( 2001224 )
Grade : P5
Contractual Arrangement : Fixed-term appointment
Contract Duration (Years, Months, Days) : 2 years, renewable, subject to satisfactory performance and continuing need for the post.
Job Posting: Jul 21, 2020, 4:39:08 AM
The department of Information Management and Technology has an operational and strategic role. On the one hand, the department provides relevant, quality, reliable, and cost effective IT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing and managing projects to address these requirements. The Chief Technology Office sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization. It provides services and underlying technology platforms for digital workplace and enterprise information systems. It is made of the following teams: i) Architecture and Infrastructure: help sets the overall technology architecture and standards and manages technology infrastructure foundation;
ii) Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace, including tools for end-users and collaboration services;
iii) Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation; and
iv) Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.
DESCRIPTION OF DUTIES
Reporting to Chief Technology Officer, the incumbent will coordinate the activities of the IMT team members co-located at the GSC to define, implement and manage operational processes for services, including but not limited to incident management, request fulfilment, access management, event management, problem management, user support, service transition, etc. He/she will interface with IMT unit/team leads, services and application product leads and business system owners to understand and meet their requirements for operations and user support. He/she will also be required to interact with external providers for delivery of outsourced services and/or tasks. Also, it is expected that the incumbent will be in contact with external companies to explore learning opportunities and keep abreast of industry developments. He/she will maintain links with colleagues in other UN agencies to identify potential sharing of resources, and to contribute to technical problem solving relating to operations and user support.
The incumbent will lead the Operations and User Support team and all its areas or work, including resources, processes, systems and projects.
Responsibilities will include: Team Management
Manage IMT resources, capabilities and capacity co-located in the Global Services Centre, Cyberjaya to meet both existing and new business demands; identify and propose future IT opportunities at the location to ensure alignment with the department’s goals and objectives.
Motivate, develop and mentor team members and group leads; champion team-work and knowledge sharing.
Partnering with IT unit and team leads, key internal stakeholders and external vendor outsource suppliers to create an operations culture that is customer focused, sustainable thereby delivering best in class experiences for end-users.
Continuously provide feedback to other IT Managers on how improvements on processes and services can be made through initiation of new initiatives or projects.
Ensure the efficient and cost-effective delivery of current services by ascertaining their performance with agreed metrics, determining IT operational service requirements, and developing initiatives for service improvements.
IT Operations Management
Develop, implement and manage operational processes, including but not limited to SLAs, events management, incident management, problem management, service fulfilment, etc, to deliver services in compliance with agreed service levels and business outcomes.
Develop, enforce and communicate standards and procedures, to the IT operations team, to ensure alignment and consistency with IT policy and strategy.
Ensure implementation and adherence of IT teams in KUL with industry standard processes and tools (such as ITIL, etc.,), including continuously reviewing and improving the processes, to ensure standardization and predictable performance.
Manage the day-to-day operations of availability, performance, compliance and costs of applications and infrastructure in production, including support in the event of interruptions in service (restoration of service) and break/fix support in the event of outright service failures to meet availability, performance and communication commitments.
User Support Management
Manage and develop the multi-shift Global Service Desk staff to ensure efficient and effective delivery of user support services.
Provide expert problem management support to difficult, high profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
Other duties and responsibilities as assigned by supervisor.
REQUIRED QUALIFICATIONS
Education
- Essential:
Advanced level university degree in computer science, engineering, information management or related discipline.
- Desirable: Certification related to ICT service management (e.g. ITIL).
Certification in process management, project management methodologies (Prince2, PMP).
Experience
- Essential:
At least 10 years of progressively responsible relevant work experience.
This should include at least 5 years in managerial or supervisory position.
Experience managing multiple complex IT projects.
Experience in managing a support team for a global IT system.
Experience in managing large corporate systems with large global user base (with more than 1000 users).
Demonstrated experience at the international level.
- Desirable: Working experience in an I.T. environment of a UN based organization or experience in working with country or regional branches of an organization in an I.T. related field.
Skills
- Essential:
Proven strong leadership, organization and coordination skills;
Proven IT service management skills;
Demonstrated excellent customer relationship skills;
Proven excellent project management skills;
Proven ability to initiate, lead and coordinate multiple projects at any one time;
Excellent understanding of process management;
Effectively communicate complex issues with all levels of management, both orally and in writing and in a well-organized and logical manner;
Negotiate, monitor and interpret service level agreements and contracts;
Motivate staff and lead the in the achievement of their objectives;
WHO Competencies
- Teamwork
- Respecting and promoting individual and cultural differences
- Communication
- Producing results
- Building and promoting partnerships across the organization and beyond
- Creating an empowering and motivating environment
Use of Language Skills
- Essential:
Expert knowledge of English.
- Desirable: Intermediate knowledge of French.
REMUNERATION
WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 88,162 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 2953 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.
ADDITIONAL INFORMATION
- This vacancy notice may be used to fill other similar positions at the same grade level including those of a temporary nature.
- 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’s workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.
- WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
- WHO has a mobility policy which can be found at the following link: http://www.who.int/employment/en/. Candidates appointed to an international post with WHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.
- Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.
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