Job #: 122640
Job Title: Systems Engineering Analyst - Desktop Engineering
Job Family: Information Management and Technology
Job Type: Professional & Technical
Grade: GE
Location: Chennai, India
Recruitment Type: Local Hire
Language Requirement: English [Essential]
Closing Date: 30-Nov-2012
Background / General description:
The World Bank Group is a global financial organization based in downtown Washington, D.C., with offices in 120+ countries. At the World Bank Group (WBG) we have made the world's challenge—to reduce global poverty—our challenge. Our mission is to improve people’s well-being in developing countries through environmentally sustainable development. We are not a bank in the common sense.The World Bank provides loans, policy advice, technical assistance and knowledge sharing servicesto low and middle income countries to promote growth, create jobs and empower people.
The Information Management and Technology unit provides core IT infrastructure and business application services to the WBG headquarters in Washington, D.C. and country offices. The IMT strategy is designed to align IT initiatives with the WBG business strategy and with the overarching objective of ensuring that users have uniform and easy access to information and systems, both from Washington and country offices. IMT has management responsibility for most WBG IT services, business solutions, and the underlying technology infrastructure.
IMT’s Technology and Engineering department is responsible for providing and maintaining the IT infrastructure framework, which supports staff and business applications in an efficient and cost-effective manner. The department strives to provide quality services to meet a variety of business requirements and its performance is regularly assessed by means of industry relevant benchmarks and annual certification/compliance with standards frameworks, including SOX, ISO2000,and ISO27001.
The scope of activities for IMT’s Technology and Engineering department includes a wide range of services, including data center operations, global network telecommunications, video-conferencing,desktop and server support for Windows, UNIX, and Linux, email, collaboration, portals, Web,financial and HR platform support with SAP and PeopleSoft. The services are tightly integrated and standardized in a way to provide 24x7 availability and transparency to WBG employees and clientsaround the world.
IMT’s Technology and Engineering department is proud of the quality of its cadre of IT professionals. Over the years it has emphasized the hiring of the right set of people, equipped with the means to adjust to a culture of excellence, and dedicated to promote IT as an enabler of the WBG’s core mission.
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 renewable term appointment.
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.
The Information Management and Technology unit provides core IT infrastructure and business application services to the WBG headquarters in Washington, D.C. and country offices. The IMT strategy is designed to align IT initiatives with the WBG business strategy and with the overarching objective of ensuring that users have uniform and easy access to information and systems, both from Washington and country offices. IMT has management responsibility for most WBG IT services, business solutions, and the underlying technology infrastructure.
IMT’s Technology and Engineering department is responsible for providing and maintaining the IT infrastructure framework, which supports staff and business applications in an efficient and cost-effective manner. The department strives to provide quality services to meet a variety of business requirements and its performance is regularly assessed by means of industry relevant benchmarks and annual certification/compliance with standards frameworks, including SOX, ISO2000,and ISO27001.
The scope of activities for IMT’s Technology and Engineering department includes a wide range of services, including data center operations, global network telecommunications, video-conferencing,desktop and server support for Windows, UNIX, and Linux, email, collaboration, portals, Web,financial and HR platform support with SAP and PeopleSoft. The services are tightly integrated and standardized in a way to provide 24x7 availability and transparency to WBG employees and clientsaround the world.
IMT’s Technology and Engineering department is proud of the quality of its cadre of IT professionals. Over the years it has emphasized the hiring of the right set of people, equipped with the means to adjust to a culture of excellence, and dedicated to promote IT as an enabler of the WBG’s core mission.
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 renewable term appointment.
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:
• Overall adherence and compliance with related SOPs.
• Provisioning of resources, capacity, and functionality. This includes participation in weekly maintenance activities, including preparatory work and adherence to ISGTE’s Change Management framework.
• Cyclical maintenance and updates of the operational landscape (software versions, patches, support to vendor SW/HW maintenance activities, etc.).
• Support to normal operations during HQ off-hours. This also includes regular support to other technical staff when performing technical activities like testing of system features, basic administration, etc.
• Troubleshooting of problems in close coordination with HQ staff. This includes opening, follow-up on opened problems, closing, and escalation to HQ staff in adherence to ISGTE’s Problem Management framework.
• Participation in the “On Call” weekly shift during HQ off hours. This is usually associated with Chennai day time hours, including weekends.
• Monitor of overall operational landscape availability in order to ensure adherence to agreed upon service levels. The scope is also inclusive of Key Performance Indicators (KPIs) and weekly reports of activities and operational status.
• Maintenance of appropriate documentation and charts describing hardware setups, diagrams, allocations, overall inventory, etc. This includes suggestions for the update and improvement to SOPs.
• Compliance with ISG’s IMS and ISMS policies, processes and procedures (ISO20000 and ISO27001).
Support to audit exercises, as needed, producing requested documentation and reports
• Provisioning of resources, capacity, and functionality. This includes participation in weekly maintenance activities, including preparatory work and adherence to ISGTE’s Change Management framework.
• Cyclical maintenance and updates of the operational landscape (software versions, patches, support to vendor SW/HW maintenance activities, etc.).
• Support to normal operations during HQ off-hours. This also includes regular support to other technical staff when performing technical activities like testing of system features, basic administration, etc.
• Troubleshooting of problems in close coordination with HQ staff. This includes opening, follow-up on opened problems, closing, and escalation to HQ staff in adherence to ISGTE’s Problem Management framework.
• Participation in the “On Call” weekly shift during HQ off hours. This is usually associated with Chennai day time hours, including weekends.
• Monitor of overall operational landscape availability in order to ensure adherence to agreed upon service levels. The scope is also inclusive of Key Performance Indicators (KPIs) and weekly reports of activities and operational status.
• Maintenance of appropriate documentation and charts describing hardware setups, diagrams, allocations, overall inventory, etc. This includes suggestions for the update and improvement to SOPs.
• Compliance with ISG’s IMS and ISMS policies, processes and procedures (ISO20000 and ISO27001).
Support to audit exercises, as needed, producing requested documentation and reports
Selection Criteria:
• Participates in the Next Generation Enterprise Desktop (ED5/6) Build, deployment, and troubleshooting.
• ED5/6 is a Bank standard workstation based on MS Windows Vista Enterprise, MS Office 2007, SMS, Internet Explorer, Lotus Notes, and SAP Client.
• Provides software packaging, certification, and deployment using Microsoft SCCM or similar solutions.
• Helps evaluate new desktop hardware and software products.
• Participates in anti-virus support by developing packages and interfacing with virus team and vendor.
• Analyze, identify and patch security vulnerabilities in various Desktop infrastructure components like software, hardware and firmware. Automate the process, test and deploy in massive scales.
• Participate in projects related to desktop support such as Desktop Virtualization, Development of web sites, documentation and software evaluation.
• Provides 3rd level desktop support to World Bank staff members.
• Monitors incidents database and responds within agreed upon service levels.
• Willingness to work in flexible working hours including weekends
1. Technical Qualifications:
• Should be a graduate ,MCA, BE/BTech in any branch of Engineering with minimum 4-6 years of relevant experience
• Microsoft Windows Vista/7 Operating System expertise
• Microsoft Office 2007/Adobe Acrobat product experience.
• Programming and scripting experience, such as C, C++, Java, HTML, VBScript/ASP and Visual Basic.
• Knowledge of anti-virus issues and products such as McAfee ePO, VirusScan, Anti-spyware, etc.
• Host Intrusion Prevention Systems (HIPS) such as McAfee TOPS.
• Application packaging tools like Wise and InstallShield expertise required. Wise/Installshield Installer and Wise Conflict Resolution system. Expertise with applications streaming solutions like app-V and thinapp is a plus.
• MS tools such as Vista/7 Readiness Kit, User State Migration Toolkit (USMT) and monitoring tools.
• Microsoft Deployment Toolkit (MDT 2010).
Competencies
Information Seeking - Utilizes a variety of information and data sources pertaining to organizational and professional trends.
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 - Shows understanding of the concept and usefulness of foundation architecture in the development and deployment of software and hardware.
Risk Management - Reduces risk by solving day-to-day problems as they arise.
Business Function Knowledge - Assesses the needs of primary business functions.
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.
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 - 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.
• ED5/6 is a Bank standard workstation based on MS Windows Vista Enterprise, MS Office 2007, SMS, Internet Explorer, Lotus Notes, and SAP Client.
• Provides software packaging, certification, and deployment using Microsoft SCCM or similar solutions.
• Helps evaluate new desktop hardware and software products.
• Participates in anti-virus support by developing packages and interfacing with virus team and vendor.
• Analyze, identify and patch security vulnerabilities in various Desktop infrastructure components like software, hardware and firmware. Automate the process, test and deploy in massive scales.
• Participate in projects related to desktop support such as Desktop Virtualization, Development of web sites, documentation and software evaluation.
• Provides 3rd level desktop support to World Bank staff members.
• Monitors incidents database and responds within agreed upon service levels.
• Willingness to work in flexible working hours including weekends
1. Technical Qualifications:
• Should be a graduate ,MCA, BE/BTech in any branch of Engineering with minimum 4-6 years of relevant experience
• Microsoft Windows Vista/7 Operating System expertise
• Microsoft Office 2007/Adobe Acrobat product experience.
• Programming and scripting experience, such as C, C++, Java, HTML, VBScript/ASP and Visual Basic.
• Knowledge of anti-virus issues and products such as McAfee ePO, VirusScan, Anti-spyware, etc.
• Host Intrusion Prevention Systems (HIPS) such as McAfee TOPS.
• Application packaging tools like Wise and InstallShield expertise required. Wise/Installshield Installer and Wise Conflict Resolution system. Expertise with applications streaming solutions like app-V and thinapp is a plus.
• MS tools such as Vista/7 Readiness Kit, User State Migration Toolkit (USMT) and monitoring tools.
• Microsoft Deployment Toolkit (MDT 2010).
Competencies
Information Seeking - Utilizes a variety of information and data sources pertaining to organizational and professional trends.
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 - Shows understanding of the concept and usefulness of foundation architecture in the development and deployment of software and hardware.
Risk Management - Reduces risk by solving day-to-day problems as they arise.
Business Function Knowledge - Assesses the needs of primary business functions.
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.
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 - 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.
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