JOB SUMMARY: The Manager, Infrastructure Operations โ 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 CAREโs ICT Infrastructure Operations Services strategy across CARE offices in the designated region. Provide consulting services to CAREโs 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 CAREโs 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 USAโs network standards. Being flexible when dealing with and managing changing conditions in the organization. Responsible for relationship management of the teamโs customers and peers. This includes: - Understanding the customerโs 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.