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World Bank IT Consultants in Chennai, India

PLEASE NOTE THAT THIS IS A COUNTRY OFFICE EXTENDED TERM CONSULTANT POSITION IN INDIA SUBJECT TO LOCAL RECRUITMENT UNDER THE INDIA COMPENSATION PLAN.

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.


The Information Management and Technology (IMT) is the World Bank’s central function for the provision of information and technology services to the line business units. Bank IT strategy is designed to align IT initiatives with the Bank’s business strategy. The overarching objective is to ensure that end-users have the Information and Systems to do their job at HQ or in the Country Offices.

IMTOS is a client services unit in ISG that provides a broad range of IT services to the Bank’s Operational VPUs in line with IMT’s recently adopted business model to support the lines of business. Following this model, IMTOS South Asia Regional IT Team provides IT services to the SAR staff in HQ and in the Country Offices. As a member of the New Delhi IT Support team, the Extended Term Consultant – IT Infrastructure Support will be responsible for providing preventive and corrective maintenance for IT Infrastructure at New Delhi Offices and resolve/ escalate/ follow up IT issues that cannot be resolved by Service desk/ Desktop Support at the World Bank’s New Delhi Office. Under the Supervision of Senior IT Team Leader for SAR this position is expected to provide high quality services.

Location

This position will be located in the World Bank Office in New Delhi, India.

1. Troubleshoots and resolves escalated IT problems which are not resolvable by Service Desk / Desktop Support team.
2. Escalates and follows up on IT issues that cannot be solved locally to respective central service delivery team/s in DC/ Chennai.
3. Documents incident/problem status and resolutions in Call Tracking System Documents solutions to common problems and responses to frequently asked questions.
4. Provide IT Support to VIP clients including support at Residences and off-site events
5. Works with vendor/ s to resolve problem with IT equipment which is not covered under warranty.
6. Analyses pattern of IT Incidents and recommends steps to reduce Problems/ Incidents
7. Make plans, schedule the installation and deployment of new Bank’s applications, software and hardware upgrades / fixes.
8. Deploy security patches and other mandatory packages through SMS server.
9. Identifies recurring issues impacting service(s) and alert all team members pro-actively.
10. Implements predetermined software or hardware changes to rectify any issues under instructions from Local/ Central IT Management
11. Play the role of Subject Matter expert for at least one area for New Delhi Office or SAR.
12. Ensures Server Backups are taken and stored/ shared as per Bank guidelines. Monitors and resolve issues with servers backup. Implements contingency plans including reliable backup and restore procedures.
13. In consultation with ISG network engineers, monitors status and performance of File Print/ EM and other Servers. Coordinates problems and escalate issues as required.
14. Manages user access to LANs, WANs, Servers, and Databases. Administers Active Directory server and related functions i.e. set up of new profiles, creates and updates access permissions and system policies and maintains user accounts.
15. In coordination with ISG network team, provides support for network connectivity or related network issues for the user community that includes LAN, EPABX, Video Conferencing etc.
16. Monitor all local leased circuits, MPLS link and Backup ISP link to Bank’s HQ in Washington DC. Troubleshoot and resolve problems with help of service provider technical team and Bank’s NOC.
17. Install and maintain Audio/ Video Conference Equipment in Conference Rooms
18. Assists in development and testing of IT Service Continuity Plans for New Delhi Office
19. Ensures that Email archive database are created and distributed accurately and in timely manner
20. Maintains Inventory of all IT assets/ spares in Server rooms and Bank’s Premises. Tracks the movement of assets from installation through disposal.
21. Maintains records of all Cabling termination and interconnection for Voice, LAN, WAN etc. so that any IT staff can troubleshoot cabling issues easily
22. Ensures that IT Equipment received from vendor is as per Order and tested before acceptance.

Essential Job Competencies:

Non Technical:

• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues within and outside the Bank.
• Ability to oversee and monitor work of IT Contractors/ Vendors


Technical:

• Proficient ability to determine and evaluate possible solutions to common IT hardware and software problems faced by end-users/
• Proficient understanding of the processes involved with installing and maintaining World Bank standard hardware and software.
• Proficient at servicing and supporting diverse electronic office equipment.
• Familiarity with industry standards, controls and best practices on IT services management and information security.
• Basic ability to gather, evaluate, organize, and maintain Information/ documentation in a systematic fashion in compliance with the Bank's Information Security Policy
• Thorough understanding of standard Microsoft Desktop Applications, Lotus Notes, etc.
• Excellent knowledge of IT network infrastructure and other communication tools including LANs, WANs and remote access tools.

COMPETENCIES
Problem Solving - Applies simple problem-solving methodologies to diagnose and solve operational and interpersonal problems
Accountability - Sets objectives that meet organizational needs
Communications for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving
Customer Service Orientation - Asks questions and conducts investigations in order to understand clients’ specific needs and responds accordingly
Service Provider Assessment and Evaluation - Gathers and records data on specified vendors' services and products against defined requirements
Information Systems Knowledge - Resolves escalated problems of technical support
Foundation Architecture Knowledge - Provides guidance on the standards and guidelines to members of the development community
Risk Management - Identifies potential risks and develops preventive plans for procedural activities
Business Process Knowledge - Defines routine, integrated processes
Network Technology Knowledge - Utilizes a range of tools and techniques for setting up and reconfiguring data and voice communications networks to meet changing business needs
Product/Service Performance Analysis - Works in multiple operating systems and environments
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 - Able to take 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.

Other Selection Criteria:

• Minimum Education: Graduate/ Diploma in Electronics/ Computer Engineering or equivalent;
• Industry Certifications like MCSE, CLP, ITIL Service Management etc.
• Minimum Years of Relevant Experience: 5-6 years