Operations Officer, Infrastructure & Maintenance Officer at the Economic Community of West African States (ECOWAS)

The Economic Community of West African States (ECOWAS) is a regional group of fifteen West African countries. Founded on 28 May 1975, with the signing of the Treaty of Lagos, its mission is to promote economic integration across the region.

We are recruiting to fill the position below:

Job Title: Operations Officer, Infrastructure & Maintenance Officer

Job Code: 20000162
Location: Abuja
Institution: ECOWAS Commission
Grade: P5
Status: Permanent
Department: Internal Services
Line Supervisor: Director, Information Technology Services
Supervising: Systems Administrator

Role Overview

• Under the direct supervision of the Director, Information Technology Services, the incumbent supports and monitors accessibility of front and back-end office applications and services across the ECOWAS Commission. 
• The/She leads the efficient and effective operation and maintenance of enterprise-wide system and technology tools and ensures scalability of all Information Technology (IT) related infrastructure. 
• S/he implements and maintains operating policies to mitigate risk, promote IT infrastructure security, directs information systems operations for daily end-to-end delivery of IT business systems support requirements using ITIL service disciplines.

Roles and Responsibilities

• Overall responsibility of business systems availability to ensure operations are managed as required, including providing visibility of system availability to key business stakeholders in real-time. This will involve systems uptime, designing and deploying business continuity plans, remedy and escalation management, project management of business systems initiatives, and 3rd party vendor management.
• Oversee Wide Area Network management, uptime, and load balancing.
• Continuously develop and manage IT security infrastructure to mitigate security risks, including Cyber Security concerns
• Provide oversight for the daily technology infrastructure operations and functionality monitoring as the foundation to ensure secure access and availability of ECOWAS technological resources.
• Oversee the management of Disaster Recover (DR) and backup requirements for servers and assigned systems. Develop the disaster recovery plan for IT Operations and ensures it is communicated, rehearsed, and measured.
• Ensure proper configuration, implementation, maintenance, and monitoring of security firewalls, sites/software, servers, data and file encryption, and internet connections.
• Authorize and oversee the deployment, monitoring, evaluation, maintenance, development, and support of all hardware and software based on department needs.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Oversee provision of end-user services, including service desk (Level 1) and technical support (Level 2) services.
• Collaborates with the Corporate Security Team to ensure IT Operations and Security embrace and apply security strategy.
• Define and communicate project milestones, service level agreements (requests, incidents, problem tickets, change and release management), and resource allocation to executive team, department leads, support staff, and end users.
• Authorize the collection, analysis, and preparation of reports required for senior management, regulators, and other relevant stakeholders.
• Manage IT Operations and Security operational and strategic planning, including business requirements, project planning and implementation, and organizing and negotiating the allocation of resources.
• Develop tactical plans that will enable the timely and economic maintenance of the various aspects of the IT strategic plan.
• Manage tactical infrastructure implementation projects to ensure the completion of and the alignment with the technology strategy and budget.
• Take leadership for ensuring effective delivery and support to internet and network connectivity & integration engagements and projects, system availability, and redundancy management.
• Provide leadership for developing an effective process that ensures 24/7 functionality, timely preventive and corrective maintenance of all ECOWAS IT related systems and platforms.
• Bring current IT knowledge, future vision, leadership and management abilities, process design skills and business acumen to transform the Infrastructure and Operations function in on-premises and a hybrid cloud environment (IAAS, PAAS, SAAS).
• Guide business and IT leaders in making investment decisions that balance and prioritize current operational demands, disruptions, and opportunities with the longer-term strategic vision of the organization.
• Where necessary, re-engineer infrastructure support to ensure it aligns with business processes, tactical planning, and strategic vision.
• Develop and review budgets for and from IT Operations and Security department and ensure they comply with stated goals, guidelines, and objectives.
• Oversee user training and documentation on technology systems.
• Works closely with the Director IT Services and other key business decision-makers in identifying and implementing cost-effective IT infrastructure technology solutions for all aspects of the business inclusive of infrastructure, software, hardware, networks, security that enhance mission critical operations of the IT department for ECOWAS.
• Manage compliance testing and monitoring of current and future regulatory obligations, and other regulatory matters as required.
• Conduct internal security risk assessments and security compliance audits.
• Collaborate with leadership for the development of policy, plans, and strategies in compliance with laws, regulations, policies, and standards in support of organizational cyber activities.
• Oversee documentation, investigation, and report cybersecurity compliance issues and incidents, where necessary.
• Lead the escalation and resolution of risk and compliance issues with appropriate stakeholders.
• Execute audit procedures to assess and measure company compliance with its security policies and procedures.
• Strictly comply with corporate governance and principles, such as but not limited to Housekeeping, Safety, Environmental and Ecowas Code of Conduct and Discipline.
• Review and sign off on processes and procedures for deployment and maintenance of all IT infrastructure.
• Accountable for the delivery of IT related operations required to enable business capabilities and services across the enterprise and multiple office’s locations.
• Accountable to audit all cloud expenses, with visibility into IT budgets and allocations by team.
• Accountable for consolidating cloud services provider (CSP) purchases and aligning cloud service allocations with organizational strategy.
• Authorize and oversee measuring performance of cloud instances to detect over- and under-provisioning.
• Oversee the information security programs including data protection, risk management, and compliance testing.
• Establish and maintain regular written and in-person communications with the organization’s senior leaders, department heads, and end users regarding pertinent IT activities.
• Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.
• Lead and create a climate that attracts, retains, and motivates top-quality IT team members.
• Through Team leads, coordinate the management of all incidents and requests at the end user workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Responsible for ensuring the development of content and implementation of staff training (for new hires, current staff) on core IT infrastructure systems and services.
• Lead the process and team members in the analysis, enhancement, and tailoring of current practices and existing systems to increase operating efficiencies as well as reduce and cut costs.
• Build a collaborative culture within the IT department and partner with various departments within the ECOWAS to gather feedback and develop insights that will lead to the improvement of IT services.
• Provide mentorship to key IT Operations and Security personnel, promoting their professional growth, and readying them for the occupation of his position in the future.
• Participate as an integral member of the IT management team responsible for defining and implementing software technology strategy, CapEx and OpEx plans and continuous improvement objectives.
• Build successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of IT services to meet those needs.
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Provide occasional out of hours support.
• Perform any other duties as may be required from time to time.

Academic Qualifications and Experience

• At least a Master Degree in a Technology related field such as Computer Systems Design, Computer Science, from an accredited tertiary institution.
• Ten (10) years progressively responsible experience in the planning, design, development, implementation and maintenance of information systems and telecommunications; 5 years at a supervisory level.
• Demonstrated knowledge of information systems and telecommunications technologies for large and complex geographically dispersed organizational environments.
• Knowledge of ICT industry benchmarks for performance, enhance services and performance management with demonstrated ability to lead a programme transformation.
• Demonstrated competence to drive the development, review and communication of ICT policies and standards throughout ECOWAS Commission and Institutions, ensuring consistency and pragmatism in the maintenance of these policies and standards.

Age Limit:

• Be below 50 years old. 
• This provision does not apply to internal candidates.

Ecowas Key Competencies:

• Ability to lead in assigned programs and projects by providing the necessary managerial and operational expertise required for the fulfillment of the organization’s mandate (e.g. establish networks and benchmarks).
• Ability to lead by example and organize teamwork to encourage cooperation to achieve targeted results, champion and build momentum for change and to bring about employee engagement; develops and implements internal controls for pilot Program to manage potential barriers to implementation.
• Excellent self-management skills, demonstrating ethics and integrity and displaying due regards for internal controls of rules, delegations, and transparency.
• Ability to bring together complementary skills/expertise, assess individual contributions and recognize/address accomplishments and shortcomings in a manner that brings continued success to the organization.
• Knowledge of program management at the level usually acquired from a certification in program management (e.g. Managing Successful Programmes (MSP) or Program Management Professional PgMP).
• Ability to research benchmarks and trends to bring about the best recommendations for the development and improvement of programs/projects that will best serve the community/organization.
• Well-developed networking and interpersonal skills to seek feedback, information, and data from a network of professionals from multiple countries/sectors/organizations and to identify and prioritize the most critical community requirements.
• Ability to manage and co-ordinate client management initiatives (e.g. feedback loops, surveys, studies, needs assessments) and make recommendations.
• Ability to develop and implement best practices in client services (e.g. dashboards, incentive management, feedback mechanisms).
• Ability to develop and implement stakeholder management plans, programs, and initiatives to obtain buy-in on new initiatives, to better understand dissenting views, to obtain resources and to increase perceptions of success.
• Diplomacy, tact, and respect of other people from varied backgrounds, understanding diverse cultural views especially within west Africa with the ability to convert diversity into opportunities to improve program/operational outcomes.
• Ability to create a diverse and inclusive interactive environment that benefits from diverse strengths bringing together innovative practices.
• Ability to remain objective in appraisals, evaluations and in managing conflict regardless of cultural differences positions, gender issues or opinions, and encourages staff to overcome cultural and gender barriers and background differences.
• Ability to serve the interest of a culturally diverse multinational teams/organizations/communities and some disable groups without prejudice, bias, or sympathy to a select group.
• Solid understanding of the ECOWAS organizational structure, associated dynamics and expectations as required to collaborate, participate, contribute, and lead effectively.
• Applied knowledge of the Community mandate, strategic plan/priorities as well as the economic, political, and social state/trends of member states, especially as pertains to own scope of work.
• Knowledge of ECOWAS best practices, program management approaches and research techniques to lead and/or contribute to the development or assessment of programs, projects, or initiatives.
• Superior knowledge of the rules and procedures of ECOWAS to appropriately interpret and apply directive text, provide technical advice, coach others and assess performance.
• Ability to analyze a situation by way of indicators (e.g. performance, technical) to assess the costs, benefits, risks, and chances for success, in deciding.
• Ability to pull together information from different sources to identify the source of problems, consequences of alternative courses of action, potential obstacles, and ways to avoid the problem in the future.
• Ability to break down very complex situations/information into simple terms (using charts, diagrams, effective expository writing) to explain recommendations and conclusions aimed at solving problems or improving operations/programs/projects.
• Ability to develop new insights into situations, apply innovative solutions to problems and to design new methods of addressing issues/disconnects where established methods and procedures are inapplicable, unavailable, or no longer effective.
• Proficiency in oral and written French and English languages.
• Ability to communicate with impact, clearly and concisely in a succinct and organized manner conveying credibility & confidence when making presentations, setting expectations, and explaining complex issues.
• Ability to listen intently and correctly interpret messages from others and respond appropriately.
• Accomplished technical writing skills (e.g. proposals, terms of reference, program assessments, blueprints, business processes) with well-developed editing.
• Ability to give honest feedback, provide recognition, address shortcomings, and motivate direct reports to work at peak performance.
• Fluency in one of the three ECOWAS official languages (English, French & Portuguese)
• Superior organizational and project/program management skills with significant experience identifying timelines, targets, costs, and resources necessary to deliver on operational/program/project outputs.
• Ability to set effective goals and targets for self, others, and the work unit and adjusting work or project priorities in response to changing circumstances.
• Ability to identify gaps affecting the achievement of program/project expectations and to design and implement intervention plans required to build the desired capacity (e.g. training, structural realignment, partnerships, reallocation of resources.
• Ability to implement rigorous monitoring, and evaluation practices and to set in place regular reporting schedules relevant to key outputs (e.g. management indicators, project milestones, program results, processing targets);
• Ability to plan, organize, and control resources, procedures, and protocols to achieve specific goals.

Salary
UA 66,123.98 (USD 104,330.42) annually.

Application Closing Date
21st April, 2025.

How to Apply
Interested and qualified candidates should send their Applications to: b52operateinfrasandmainten@ecowas.int using the Job Title as the subject of the mail.

Click here to download the application form (Docx.)

Note
Disclaimer:

• Selection and appointment will be subject to background and reference checks and other administrative requirements.
• ECOWAS does not charge for any application, processing, training, interviewing, testing in connection with application or recruitment processes and does not concern itself with information on applicants’ bank accounts.
• Assessment method: Assessment of qualified candidates may include a written exercise and a competency-based interview.