Job: Team Leader

Location: Chennai, India 
Deadline: Thursday, 10 October 2013 

Description

Background / General description:

World Bank Group

Innovation and partnership bond the five institutions of the World Bank Group (WBG): the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.

Vice Presidency

The Information Technology and Solutions (ITS) Vice Presidency is the World Bank Group's central function for the provision of information and technology services to the Bank's business units. The overarching objective of this function is to ensure that end-users have the information and systems to do their jobs at all locations where Bank business is being done. The management of most of the end-user IT services, business solutions and the underlying technology infrastructure is centralized with ITS. ITS is structured in a federated operating model with separate dedicated application development and management departments for each of the four Bank business lines: Operations and Knowledge, WBG Finance, IFC and Corporate Functions. Each of the business line application departments is led by a CIO who works closely with a business line governance group to align the systems investment portfolio with the business priorities. Shared services departments provide support for underlying infrastructure and applications platforms and Enterprise Architecture.

The World Bank Group has adopted a three-year IT Strategy that is centered on seizing value opportunities, creating agile delivery capacity, promoting standards, managing risks, and transforming the ITS Organization. Front office functions including strategy and outreach, innovation, budget, program management, information security, and risk management provide the enabling authorizing environment and control processes to help the ITS service and project managers meet the goals of the ITS strategy efficiently and effectively.

Unit

As a newly created department within the WBG Integrated Services vice presidency, ITSGC provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include; global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training) as well as coordination and implementation of all infrastructure projects facing WBG country offices.

ITSGC Department Functions/Services are as follows:

1. Global Network (LAN, WAN and WiFi) design, engineering and support

2. Global Unified Communications (Telephony and Video-conferencing)

3. Provisioning and support for all end-user devices and mobility services (PCs, Tablets, Smart Phones and other network accessible devices)

4. Front-line IT support services including; Helpdesk, all levels of client-facing support as well as End-user IT Training (ITSCS)

5. Single point of contact for coordination and implementation of all IT infrastructure projects and initiatives deploying to the WBG country offices around the world

The ITSCS team is responsible for providing high quality of technology service in support of the institution's development mission. They also responsible for implementing projects with technical components such as hardware, software, communications, and telephony for local offices, supervise the Offshore Development Center IT Support and provide technical intelligence for the local office IT teams. The team will be tasked with researching regional and national technology opportunities to promote best practices while enhancing client's ability to work successfully within the office/region.

The team is expected to assist with projects initiated from HQ, by providing regional perspective and input to be incorporated in designing and testing solutions. The team will also manage the IT portion of other regional initiatives, such as office moves, new office openings, or office closings. The team will also ensure that their respective offices meet agreed technical standards, and they will cover for local technologists during absences.

This position will report to the Manager of ITSCS with a matrix relationship to the Chennai Shared Services Team Lead

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 3 year term appointment.

Duties and Accountabilities:

The candidate is will have overall responsibility for technology initiatives, support and maintenance in his/her respective offices.

These will include:

• Lead, participate and deploy IT projects for offices within the designated area, while closely coordinating with ITS and regional teams to resolve any arising issues.
• Manage and plan project cycles, unforeseen technical issues and delays to achieve successful, error free and timely project completion.
• Work closely with various ITS teams to evaluate and pilot test products and services.
• Lead testing efforts and ensure technical compatibility and user satisfaction.
• Provide overall IT support, including second level escalation by office technology staff, troubleshooting, problem analysis and resolution for all offices in the area of responsibility.
• Ensure client requests and technology issues are identified, diagnosed, escalated and resolved in timely manner.
• Through regular consultation with regional management and ITS teams, assess new requirements and work towards possible solutions to address those.
• Engage with all levels of regional staff to identify areas that can be improved through technology, or where current technology suite is insufficient.
• Work with procurement and admin units to manage inventory, procure hardware/software and other related equipment and ensure standards and policies are complied with.
• Assist in identifying and contracting local IT vendors/service providers, and ensure Service Level Agreements (SLA) are maintained.
• Consistently ascertain inventory is maintained for all IT related equipment and proper reporting delivered to various stakeholders.
• Identify patterns related to IT systems issues/malfunctions, escalate and address these in a pro-active manner.
• Mentor IT staff in the local offices, foster knowledge sharing, and disseminate information on technology solutions and best practices.
• Provide appropriate IT Support to the visiting mission.
• Establish staff needs and facilitate IT training delivery programs in local offices.
• Ensure local offices comply with established policies, procedures and standards.
• Actively monitor the '˜on the ground' situations in the various offices to anticipate and circumvent possible problems.
• Work closely with IT Program Manager and regional management team in assessing and planning the IT work program and related budgets for the local offices.
• Consistently deliver high-quality services to clients.
• Work closely with the stake holders and asset management team for the disposal of the computers and accessories as per the Bank's disposal process.
• Travel as needed to country offices to promote IT advocacy, knowledge sharing, and facilitate deployments and improvements.

Selection Criteria:

Competencies

• Project Management - Understands the basic concepts of project management, as they relate to the execution of tasks within a project
• Service Provider Assessment and Evaluation - Gathers and records data on specified vendors' services and products against defined requirements
• Foundation Architecture Knowledge - Shows understanding of the concept and usefulness of foundation architecture in the development and deployment of software and hardware.
• Systems Thinking - Develop basic understanding of the various business units' specific support requirements, and to map out the escalation paths in order to facilitate problem resolution.
• Business Process Knowledge - Defines routine, integrated processes.
• Business Requirements Analysis - Gathers information to expand working knowledge of the business or product supported to include key processes and operational aspects that impact successful execution of business functions.
• Client Orientation - Takes personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.
• Drive for Results - Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results, and has the personal organization to do so.
• Teamwork (Collaboration) and Inclusion - Collaborates with other team members and contributes productively to the team's work and output, demonstrating respect for different points of view.
• Knowledge, Learning and Communication - Actively seeks knowledge needed to complete assignments and shares knowledge with others, communicating and presenting information in a clear and organized manner.
• Business Judgment and Analytical Decision Making - Analyzes facts and data to support sound, logical decisions regarding own and others' work.

The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply. All applications will be treated in the strictest confidence.

Qualifications

• Master's degree with 5 years relevant experience or Bachelor's Degree with a minimum of 7 years relevant experience.
• Certification in computer hardware troubleshooting and maintenance.
• Experience managing technical staff and good client communication skills (written and verbal).
• Strong client service skills and the ability to work under pressure with accuracy and professionalism
• Excellent knowledge of WBG systems and technology platforms.
• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
• Proficiency in the recent Microsoft Windows applications.
• In-depth knowledge of Lotus Notes.
• Knowledge of communication technologies, including IP Telephony, video-conference and other WAN/LAN products.
• Familiarity with PBX technology and troubleshooting.
• Comfortable using remote access technologies and remote troubleshooting.
• Basic understanding of electrical systems (UPS, generators, etc).
• Knowledge of global, regional and local technology trends and developments.
• Ability to research innovative solutions for our clients.
• Ability to work independently or as part of a team as circumstances dictate.
• Good understanding of the WBG activities and objectives.

More Info and Application