JOB DESCRIPTION

Who We Are:

As a global leader, CARE is shaping the future of the humanitarian and development sector. Each year, we deliver support and services to millions of people globally. We do this by focusing on our mission and vision, and the values of equality and excellence that guide our organization. We seek dedicated individuals who align with our mission and are passionate about making it a reality by collaborating with others, embracing learning and innovation, and delivering results.

What We Are Looking For:
At CARE, we value diversely talented people who can bring different experiences and perspectives to our organization. We know that not all applicants will have every skill and qualification. We encourage everyone who meets the minimum required qualifications to apply. Having one or more of the preferred qualifications will strengthen an application. But, even if you are earlier in your career or followed a non-traditional educational or professional path, we hope you will consider a career at CARE.

Job Title: Manager, Infrastructure Operations – West Africa Regional Management Unit (WARMU)

Job Location(s): Cote D’Ivoire – Abidjan

JOB SUMMARY:

The Manager, Infrastructure Operations – West Africa Regional Management Unit (WARMU) is a key position in the region, leading the execution of IT infrastructure strategy, architecture, service delivery, standards and procedures for the enterprise. This role works with both regional management and country office IT staff to implement, monitor, and maintain core network services, and helps plan future IT investments to support changing business needs. The person in this role must be a good communicator, capable of developing and maintaining strong, collaborative relationships with staff at the regional management level, as well as staff at all levels in country offices. At the regional level, this role acts as a liaison and advisor between the IT organization and other parts of the business. Using your knowledge of the overall technical direction, IT policies, processes and procedures of CARE USA, will advise of potential opportunities and challenges with upcoming programs/projects including a technology component. At the country office level, this role provides technical guidance and hands-on assistance to local IT staff on all aspects of network infrastructure design, installation, configuration, maintenance, monitoring and troubleshooting. At times, you may deliver technical training to different groups of staff, including IT, Executive, Program, and Support staff. The ability to simplify and explain complex technical concepts to non-technical audiences will help to smooth the acceptance and adoption of technology in all areas of the business. This role reports to the Senior Manager, Network Infrastructure

RESPONSIBILITIES:

Regional Infrastructure Operations Management and Leadership

Provide oversight of the implementation of CARE’s ICT Infrastructure Operations Services strategy across CARE offices in the designated region.
Provide consulting services to CARE’s Country Offices and Regional Management Units in the designated region for assessing, determining needs, strategic planning and implementing technology globally. Work with the department managers and staff to develop team strategies and goals that align with the organization ICT strategies.

Oversight and support of technical operations

Tier 3 support for the resolution of all customer support issues for the technical infrastructure, including but not limited to LAN/WAN, last mile Internet, data connectivity, IT security, and telecommunications.
Using CARE’s monitoring tools, set appropriate thresholds for alerts.
Provide mentorship and learning opportunities for IT staff in country offices.
Provide practical direction to country office IT staff and clearly communicate a shared vision. Ensure alignment with CARE USA’s network standards. Being flexible when dealing with and managing changing conditions in the organization.
Responsible for relationship management of the team’s customers and peers. This includes:

– Understanding the customer’s business strategy and goals

– Working with the customer to identify and prioritize their infrastructure service level needs.

– Establish positive and collaborative relationships with other team members and peers.

Network and System Security

In conjunction with cybersecurity staff, participate in the implementation and management of both physical and logical security for network systems. Tasks may include application and operating system hardening, vulnerability assessments, security audits, TCP/IP, intrusion detection systems, firewalls, etc. Ensure network devices are patched to mitigate known security vulnerabilities.

Vendor Management

Participate in the selection, negotiation, acquisition, and monitoring of IT hardware, software and services (e.g. ISP contracts) for the designated region. Monitor service issues through the vendor support process and escalate as appropriate.
Required Qualifications:
– Bachelor’s degree in computer science or equivalent combination of education and work experience.
– 8+ years working in an IT environment.
– 5+ years of experience in hands-on systems or networking support roles.
– 5+ years as a team lead or manager for network or systems engineers.
– Excellent written and oral communication skills are a requirement for the position.
– Self-motivated and capable of working independently.
Preferred Qualifications:
– CompTIA Network+ Certification or similar. – ITIL certification, CCNA certification or equivalent
– Familiarity with Fortinet FortiGate products, FortiManager – Working knowledge of ITIL framework,
– Experience with security device installations, configuration and troubleshooting (e. g., firewall, UTM, IDS, etc.),
– Experience with VSAT technologies.
– Experience with Wi-Fi technology .
– Multilingual “ french- arabic -English “