Description
Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit www.worldbank.org.
ITS Vice Presidency Context:
Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.
Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.
ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.
Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.
The ITS Enterprise Services unit, provides a wide range of technical services: data centers, system administration, database, middleware, cloud, enterprise monitoring and identity and access management.
We provide a meaningful, open, and collaborative environment. We have many interesting problems to solve, providing you an opportunity to develop your skills while contributing to the mission of the bank. We value teamwork, openness, curiosity, and persistence.
Role
Lead a team to engineers to provide L1/L2 support for the 24x7 operations of enterprise infrastructure and account management.
Responsibilities:
•Ensures that new elements of the infrastructure are designed and implemented in compliance with standards and agreed upon service levels.
•Specifies the monitoring points to assess performance of technologies in infrastructure. Recommends the necessary actions to ensure optimal performance and reliability.
•Provides direction to staff and contractors in their area of expertise. Accountable for mentoring and developing technical staff in their domain. Responsible for managing performance of team members.
•Responsible for all aspects of operational SLAs like establishing compliance, reporting and follow up for operational issues.
•Establishes an engagement model with clients to assess demand, report on delivery and compliance, and continually improve their service or technology area.
•Manage and implement privileged access for infrastructure admin roles and client access and Active Directory (AMG)
•Provide thought and technical leadership in areas of operational automation, innovation and implement best practices.
•Troubleshoot technical issues.
•In collaboration with management team, define strategy, teamwork program and objectives.
Specific Activities Include:
•This position as a service delivery lead will perform a combination of operations design, development, and operational work.
•Experience in working with ServiceNow for configuring SLA, ticket analysis and reporting.
•Produce reports for ticket analysis, SLA compliance, trends and identify problem areas.
•Daily triage and update/resolution of tickets generated by ServiceNow ticketing system and respond to inbound phone and electronic requests for technical assistance.
•Responsible for the support of the production environment and ensure the appropriate operational policies and best practices are implemented and enforced.
•Provide technical leadership to multiple teams for security, functionality, integration, and installation related to all aspects of operations.
•Participate in the design, build, integration and maintenance of operational automation tools.
Selection Criteria
•Please note that internal candidates at GG-2 level will retain their grade.
•Master's degree in relevant disciple such as Computer Science, Electrical Engineering with 8 years relevant experience OR equivalent combination of education and experience.
•At least 4 years of experience in Infrastructure operations. Desirable to have one of the following IT areas: Identity and Access Management, Windows/VM admin, Unix admin.
•Experienced IT professional accountable for the effective performance of multiple components of the organization’s infrastructure L1/L2 operations.
•Lead a team of 10+ people. Ability to provide guidance to more junior staff, delegate and manage teams working simultaneously on multiple deliverables.
•Demonstrated experience of working and navigating in large and matrixed organizations with multi-layered governance structures, complex IT landscapes, and diverse client bases.
•Outstanding analytical and problem-solving skills, including the ability to define the problem and analyze the root cause.
•Expertise in infrastructure operations and related products and practices.
•Excellent grasp and knowledge of industry best practices in the technology operations domain, with experience in successfully implementing theory to practice in complex IT and business environments. Interest and track record in learning new practices and policies.
•Proven ability to lead complex IT operations. Ability to work and juggle multiple tasks within tight deadlines. Able to take personal ownership and accountability to meet deadlines and achieve agreed-upon results and has the personal organization to do so.
•Organized, agile, persistent, and proactive. Demonstrated maturity and sound judgment, attention to detail, and ability to convey complex messages succinctly and diplomatically.
•Proven ability to collaborate with other team members across boundaries and contribute productively to the team's work and output, demonstrating respect for different points of view. Able to use strong interpersonal and teamwork skills to cultivate effective, productive client relationships and partnerships across organizational boundaries.
World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and inspiring stories.
This vacancy is archived.