IT Operations Officer, Gurugram, India

Organization: WFP - World Food Programme

Country: India

Field location: Gurugram

Office: WFP in Gurugram

Grade: NO-A

Closing date: Tuesday, 31 August 2021


WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.


The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world

achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.


Technology and connectivity are rapidly reaching some of the most vulnerable people and places affected by crisis, but they are also increasingly expanding to the services responding to those same crises. As one of the main humanitarian actors, WFP has the opportunity and the obligation to leverage data and technology to better know and serve those in need by digitally transforming the way it works. Such ambition led to a plan aimed at establishing, integrating, and mainstreaming - in the next two years - the core elements of an end-to-end digital business process.

The Service Management branch (TECM) of the Technology Division is a cornerstone of the WFP plan aimed at establishing, integrating, and mainstreaming the core elements of end-to-end digital business processes. Excellence in customer service, is the foundational pillar of the digital transformation. Part of TECM is the Technology Service Centre, which enables efficient IT operations by supporting users and IT staff worldwide, managing corporate workplace applications and implementing enhancements that adapt to changes in the operational landscape and enable seamless communication and collaboration.



IT Operations Officer


Service Desk Coordinator


Service Desk , TEC Division


Service Delivery Lead


NO-A Fixed Term, One Year (renewable)



DUTY STATION (City, Country)

Delhi / Nation Capital Region (NCR) , India


Starting at INR 1636976 (Subject to medical and pension Deduction)

No additional relocation package will be provided for this position


Medical plan (Cap of USD 60000 per annum) for staff, spouse and dependents children under 18 years


Deliver efficient and effective IT and Telecommunications (TC) services, contributing to sound, innovative solutions that enable staff to deliver food assistance to beneficiaries, in line with WFP’s strategy. This position is part of the Global Service Desk, providing support to our global workforce by establishing both geographic and language diversity to better serve our clients. The incumbent will organize geographically diverse shifts, oversee global user support activities and ensure the continuous improvement of support processes and procedures. This job may involve high capacity/volume of tasks with quality focused deliverables.


The Service Desk Coordinator works under the general supervision of the Service Delivery Lead, organizing the work of the Global IT Service Desk. The incumbent coordinates the work of the Global IT Service Desk, supervising shift leaders and service desk operators providing IT assistance to the WFP workforce 24x7 from different locations.

KEY ACCOUNTABILITIES (not all-inclusive)

Support the budgeting, planning and deployment of IT and Telecommunication systems that are aligned with business needs, in accordance with WFP corporate standards.

Provide support to maintain IT and Telecommunication systems and networks, ensuring appropriate data security and access controls considering both local and wide area network issues; and supporting users to get maximum benefits from them.

Provide data and documentation to support the procurement of TC/IT equipment and services at and in line with WFP rules and regulations.

Collate data and contribute to the preparation of accurate reports on IT/TC investments and costs, providing information to inform decision-making by stakeholders and managers.

Develop technical skills and knowledge, and build awareness of industry developments.

Respond to complex queries from users, understanding and resolving issues, providing advice and ensuring IT policies, procedures, systems and tools are correctly applied to support them.

Guide Service Desk staff, acting as a point of referral and supporting them with analysis and queries.

Support the capability building of staff through the organizations and/or review of training programs, standard operating procedures and other documentation aimed at developing skills/knowledge in IT and TC.

Interact effectively with colleagues, other teams and user groups to understand their needs and provide appropriate technical guidance.

Follow standard emergency preparedness and contingency planning practices to ensure WFP is able to maintain basic IT services and/or quickly respond and deploy resources to affected areas at the onset of a crisis.

Oversee and coordinate Shift Leaders and Service Desk Operators in managing operational activities, ensuring that all tickets are closed in a timely and effective manner, with proper escalation when needed.

Liaise with hosting Country Offices on administrative related needs like roster formation, leave plan, ad-hoc changes in workplan/roster, duty travel, in house and external trainings, other administrative/staff related activities.

Foster a constructive work environment within the unit, fostering productivity at individual and group level and encourage a collaboration among TEC teams and within the team.

Monitor the application of ITIL processes, proactively flagging potential issues to other stakeholders.

Actively participate in the hiring process of new staff members.

Oversee knowledge-transfer between other TEC Teams and the Global IT Service Desk, ensuring proper documentation and training material are prepared and shared.

Perform other duties as required


Minimum One year of postgraduate professional experience in Information Technology.

Additional years of related work experience or training/courses will be an added advantage.

Has assisted in the design and implementation of ITIL service management systems for handling customer requests.

Has coordinated global user support activities resulting in timely, high-quality delivery of services to the user community, including the emergency operations user community.

Has assisted with the specification, development, research and evaluation of client standards.

Has experience in the creation of shift rosters for a 24x7 support structure.


Capability Name

Description of the behaviour expected for the proficiency level

Governance, Strategy and Architecture

Shares knowledge of IT governance process and system architecture development with team and analyses current designs for improvements and enhancements while ensuring compliance with legislation and specifies any required changes.

Change Implementation, Project Management, Planning and Optimization

Utilises working knowledge of project and change management approaches to collect and analyse relevant data from multiple stakeholders to develop evidence-based business case for change.

Technical Expertise

Exhibits deep technical knowledge in area of expertise and actively transfers knowledge to strengthen the skill base across the function; considers the most appropriate use of technical resources to ensure skill development and optimization of resource allocation.

Service Management

Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved.

Client Management

Applies thorough understanding of the business, customers, new IT technologies and techniques to implement improved solutions and define service levels, standards and the monitoring process for client service staff.

Procurement and Contract Management

Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.


- Advanced university degree in Information Technology or other relevant field. - Fluency in oral and written English language


- WFP offers a competitive compensation package (start salary given in the vacancy detail section), which is determined by the contract type and selected candidate’s qualifications. Please visit the following website for detailed information on working with WFP. Click on: "Our work" and "Countries" to learn more about WFP’s operations - Only shortlisted candidates will be informed and invited to participate in the screening process.


Interested applicants are invited to submit their application not later than Tuesday , 31 August 2021. Female applicants and qualified applicants from developing countries are especially encouraged to apply


Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

Link to the organization’s job offer: