IT Operations Assistant at the African Development Bank Group (AfDB) Full Time

Job Title: IT Operations Assistant

Position Number: 50066829
Location: Abidjan, Côte d’Ivoire
Position Grade: GS7

The Complex

• The Vice-Presidency, Technology and Corporate Services (TCVP) is responsible for the design, development and delivery of efficient, people-centered, client-oriented, corporate services and information-technology solutions to ensure overall institutional effectiveness in all aspects of the Bank’s corporate services.
• The Complex provides leadership in the formulation and implementation of Bank’s strategies, policies, controls and approaches on organizational information technology systems, software applications, cyber security, IT support and infrastructure systems.
• The Complex is also responsible for management of the Bank’s real estate assets, institutional procurement, language services and business continuity.

The Hiring Department / Division

• The mandate of the Corporate Information and Technology Services (TCIS) Department is to advise the Bank’s Management and provide technical leadership in the continuous improvement of the Bank’s information and communication technology (ICT) infrastructure and its computing and knowledge and data storage systems.
• The Department also is mandated to provide technical services to all organisational units in the Bank and its Regional Centres, Country Offices and External Representation Offices on cost-effective ICT and computing business solutions for their work programmes. In the fulfilment of those mandates, the Department leads the acquisition and adaptation, or the in-house development of ICT and computing platforms and collaboration tools to enhance the efficiency of business processes and the quality of Bank products through more effective file sharing, and to increase the Bank’s organisational effectiveness through seamless communications.
• The Infrastructure Services Division (TCIS.3) is responsible for overseeing and managing all the Bank’s IT Infrastructure systems, platforms, services, and assets.
• This covers the Storage Systems, Datacentre, Servers, Replication, Operating systems, networking, connectivity, unified communications (video, voice, and data), load balancing and all other IT infrastructure assets and services.
• The division provides all Bank staff and business partners secure access to the Bank’s IT services from anywhere, anytime, on any device, with the objective of upholding the One Bank business culture and supporting the Bank’s ‘SMART BANK’ vision, anchored on digitalization, cloud implementation and automation of Bank operations and processes.

The Position
As part of the TCIS.3, the IT Operations Assistant will:

• Ensure Email Platform availability (Cloud and On-premises).
• Ensure Infrastructure Services (Microsoft Office 365, Azure, Exchange on-premises) availability.
• Ensure the Email environment is operational and secure in accordance with the organization’s service level requirements and IT’s security guidelines.
• Develop documents related to operations, working procedures, testing configurations, and project planning and deployments.

Key Functions
Under the general supervision and guidance of the Division Manager TCIS.3, the IT Operations Assistant will be required to perform the following duties and responsibilities:

• Configure and maintain the Microsoft Exchange server 2019 messaging system, and collaboration tools including Teams, OneDrive, power automate, Forms, Streams.
• Creation, configuration and updating of distribution groups and user and shared mailboxes in Microsoft 365 hybrid platform.
• Carry out routine operations required to keep applications running smoothly.
• Put IT applications into production: install and configure business applications.
• Support software hosted on Windows operating systems.
• Microsoft Entra ID and Active Directory administration: create, configure, and update groups and user accounts, update organizational unit structure.
• Install, configure, and troubleshoot the Windows Server 2016/2019/2022 operating system.
• Manage user access rights in Microsoft 365 hybrid platform.
• Detect incidents and implement first-level resolution or escalation in accordance with pre-defined procedures.
• Participate in assessing application performance and identifying improvements to be made.
• Produce availability, performance, and capacity reports for assigned applications and services.
• Implement the various security elements of the bank’s information system (recommendation of auditors and security team)
• Remote user assistance
• Implement operational best practices for the maintenance and management of infrastructure and unified communications services (monitoring, maintenance, etc.).
• Ensure that all work performed is documented in accordance with the required standards, methods, and procedures, and that all configuration management procedures are followed.
• Record all incident resolutions appropriately in the knowledge base known.
• Participate with users in acceptance tests and support for published IT infrastructure (new or updated).

Competencies (Skills, Experience, and Knowledge)

• Hold at least a Bachelor’s Degree in Computer Science or similar engineering field.
• Have a minimum of five (5) years relevant experience in IT System Administration and Microsoft 365 hybrid project implementation and operations acquired in multilateral development bank.
• Excellent knowledge and experience with the installation and administration of Windows 2016/2019/2022 servers.
• Excellent knowledge and experience with the installation, administration, and operation of the Microsoft Exchange Server 2019 messaging system.
• Administer and support Microsoft 365, Azure, Teams SharePoint, and Exchange on-premises/online policies.
• Provides 2nd level support to internal technical IT support teams.
• Excellent knowledge and experience Secure email gateway (SEG) such as Mimecast
• Excellent understanding of the different server roles (Client Access Server, Mailbox Server, Edge Transport Server)
• Excellent understanding of Microsoft Exchange Server 2016/2019 Database Availability Groups (D.A.G).
• Excellent understanding of Microsoft 365 Defender and Microsoft Purview compliance
• Experience of Microsoft Entra ID and Active Directory, Object Group Policy,
• Manage and monitor Microsoft 365 services including M365 tenant, cloud Office suite, Teams, OneDrive, power automate, Forms, Streams.
• Experience in developing PowerShell scripts.
• Excellent analytical and problem-solving skills
• Excellent interpersonal and communication skills.
• Highly developed organizational skills and ability to handle multiple tasks simultaneously.
• Ability to work evenings and/or weekends if required.
• MS certification in product installation, configuration and maintenance would be an asset.
• Ability to work independently in a complex environment.
• Good communication and interpersonal skills
• Ability to interact effectively with staff at all levels.
• Courteous and patient character with customers.
• Client centric.
• Teamwork.
• Effective communication (written and oral) in French or English, preferably with a good working knowledge of the other language.
• Competences in the use of standard software (word, excel, outlook, Power Point, MS Projects, etc.).

Application Closing Date
17th July, 2024.