IT Operations Associate Sc6, Bekily and Tulear (re-advertised)

Organizational Context

These positions are based in country offices, regional bureaux, or headquarters. The incumbents report to the Head of Unit, Service Chief, or Information Technology Officer. At this level, incumbents are expected to demonstrate responsibility and initiative to respond autonomously to issues with only general guidance. They must exercise judgment to manage daily unforeseen issues. They are expected to manage resources and support and coordinate a team of support staff.

Job Purpose

The IT Operations Associate will coordinate and guide IT maintenance and support activities to ensure the effective delivery of information technology services. This role involves leading system and hardware maintenance tasks, monitoring technology reliability, analyzing user needs, and generating reports to recommend IT solutions. The Associate will independently address common IT queries, escalating when necessary, and provide standard technical training to end-users on common technologies and systems. They will also mentor less experienced colleagues, assist in deploying new applications, and develop standard documentation like user manuals. The position contributes to continuous improvement of IT services by enhancing methods and processes, ensuring the installation and maintenance of telecommunications systems, and coordinating a team of IT staff to meet objectives.

Responsibilities

The primary responsibilities involve ensuring the efficient operation and maintenance of IT systems and hardware, including network monitoring and system protection. This includes assessing technology reliability, identifying user needs, analyzing data, and generating reports to recommend IT solutions that support informed decision-making. The role requires independently addressing user queries, escalating issues when necessary, and providing accurate information. Additionally, responsibilities extend to delivering standard technical training to end-users, mentoring less experienced colleagues in IT support, and coordinating the deployment of new applications. Developing standard documentation, such as user manuals, and contributing to the continuous improvement of IT services through process enhancements are also key. The position involves installing and maintaining telecommunications systems and equipment, coordinating IT teams to meet objectives, and applying emergency response procedures when required. Functional competencies include understanding IT governance, system architecture, change management, project planning, technical expertise, service management, user support, and contract management. The role demands proactive problem-solving, effective communication, and a commitment to maintaining high service quality and user satisfaction.

Work Experience

The role requires at least six years of experience in the field. This includes experience in analyzing service management results and formulating recommendations for development, participating in the redesign of operational procedures, and contributing to procurement and budgeting processes within country offices. Familiarity with IT governance, system architecture, project management, and user management is also beneficial.

Skills

IT system and hardware maintenance, Network monitoring, System protection, User needs assessment, Data analysis and reporting, IT solution recommendation, Technical training delivery, Mentoring junior staff, New application coordination, User manual and fact sheet creation, Process improvement, Telecommunication system installation and maintenance, Team coordination, Emergency response procedures, IT governance and architecture, Project management and planning, Technical expertise, Service management, User management, Procurement and contract management

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