Senior IT Operations Center Consultant Tender - 30065772

Procurement Summary

Country: Cote d'Ivoire

Summary: Senior IT Operations Center Consultant

Deadline: 01 Feb 2019

Posting Date: 24 Jan 2019

Other Information

Notice Type: Tender

TOT Ref.No.: 30065772

Document Ref. No.:

Competition: ICB

Financier: African Development Bank (AfDB)

Purchaser Ownership: -

Tender Value: Refer Document

CPV Classification

79600000 - Recruitment services

Purchaser's Detail

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Tender Details

Expression of Interest are invited for Senior IT Operations Center Consultant.
1. The African Development Bank hereby invites Individual Consultants to indicate their interest in the following Assignment: Senior IT Operations Center Consultant.
2. The objective of this consultancy is hiring a highly skilled IT Operations Center (ITOC) Consultant to assist the Bank’s IT department in the implementation of ITOC strategy that include four main aspects:
• Support for internal communication (Internal Workshop)
• Prerequisites site Design and Preparation for Pretoria location
• Process improvement and organization Optimization for ITOC Operation (for both FO and BO).
• Provide Job description and Support for recruitment (HQ Back office and Pretoria Front Office)
• Finalize for approval the ITOC Operational model
• Support during tool purchasing processes
• Support for ITOC display solution implementation
• Support during Tools configuration and Integration to match operation needs based on ITIL.
• Provide reporting template for both weekly operation report and Executive report
• Provide Continuous Improvement strategy and Plan.
• Support during first phase of operation
The Scope of work will be focused on the below main tasks:
i. Prerequisites Preparation
o Internal communication for ITOC strategy as per the initial design
o Collaborate with internal teams to prepare and improve the work program of the IT Operations Center strategy
o Review and improve the High and Low level design for ITOC facilities
o Support for Coordination of the Update IT architecture documents
o Consolidate asset inventory/CMDB
o Initiate training and knowledge database strategy
o Initiate Service Mapping between Network, Infrastructure & Applications layers
o Support for tools acquisition and display solution definition (ITSM, ITOA, RPA and wall display)
o Strong knowledge about DRP/BCP processes to support BCP team.
ii. Process and organization Definition
o Provide innovative inputs to improve the Bank’s operation processes to enhance operation and increase customer satisfaction:
? Incident management
? Change management
? Problem management (IT infrastructure problem resolution process aimed at deepening the understanding of the root causes, consequences of common incidents and take appropriate measures to anticipate these incidents and problems occurrence)
? Configuration management
? Release management
? Events management
o Design the communication framework within the ITOC, between the ITOC members and other IT teams, IT Managers, manage the communication toward the entire department in case of emergency (escalation procedure)
o Support for the coordination of the update of the centralized source for all knowledge anddocumentation that is accessible to the IT/Network department experts. The knowledge base located on ITSM tool will be updated on a regular basis with experiences and lessons learned for future reference and improvements
o Advice on Availability Management Process in accordance with ITIL best practices: responsible for ensuring that the process is fit for purpose. The responsibilities include design, change management and continual improvement of the process and its metrics.
o Implement Architecture Documents Repository
o Standardize assets across Primary and Secondary DC
o Define and Operationalize ITOC Governance Model
o Define Reporting and Dashboarding Requirements
o Complete SLA/OLA Definition and start collecting baseline information
o Define Process workflows for additional Element Management Tools Integration
o Define Monitoring alert thresholds
o Initiate ITOA/ITSM Tools Evaluation
o Standardize and Integrate ITSM Processes to match with bank’s needs
o Finalize ITOC Operating Model and gain approval from all stakeholders
o Define and formalize Roles & Responsibilities for ITOC team (for both FO and BO)
o Define and Operationalize Shift Roster for FO
o Define and improve escalation processes
o Define the KMDB strategy within ITSM tool
iii. Tools configuration and Integration
o Design and implement a service tree model that connects the Bank’s IT monitoring infrastructure with the critical affected service that will allow ITOC Engineers to alert other areas that may be affected by problems experienced.
o Provide leadership in IT process automation to reduce mean time to recovery (MTTR) and helps other engineers meet SLA’s by designing ITOC procedures to handle incident resolution and provide high quality response
o Review and support to document all tools deployment and integration initiatives and align to ITIL standards
o Support for Element manager tools integration with ITSM
o Support for Implement ITSM tool to meet project requirement
o

o Support for Implement ITOA tool to meet project requirement

o Support to Configure Alert thresholds in ITOA and ITSM

o Continue regular SLA measurement and Reporting

o Continue ITOC Governance Cadence

o Initiate continuous improvement initiatives

o Provide support in the preparation of the terms of reference of the RPA tools

o Evaluate RPA Tools for Automation and Self-healing

o Finalize RPA tool and iteratively implement Self-Healing Capabilities

iv. Continuous Improvement Plan

o Provide a continuous improvement plan template that should include:

? Review all Architecture changes to ensure alignment to standards.

? Continuously review SLA Performance and update targets and baseline as necessary.

? Review ITOC staffing and Shifts Roster and optimize as necessary

? Identification of key area to focus on for continuous improvement

? L1 (FO) performance assessment

? L2 (BO) performance assessment

? L3 (Provider performance) assessment

? Tools performance assessment

? End to End performance assessment

o Advise on proactive measures to ensure maximum IT/Network infrastructure service

availability and performance.

o Provide technical guidance within the framework of the Bank’s policies and guidelines on the

monitoring of the Bank’s IT infrastructure.

3. Required qualifications and skills:

o At least a Master/Engineer degree in Computer Science or Information Systems or

Electronics, or an equivalent diploma with strong knowledge of IT Networks and Telecoms

Networks;

o Minimum 5 years of professional Network Operations Center, IT Networks and Telecoms or

related experience, gained within a similar position;

o At least Professional level Certification in applications, virtualization or networking (MCSE,

VCP, CCNP RS, Security, DC, Wireless, and CCDP) is desired.

o Familiar IT automation, Network Operations Center monitoring tools and processes

o Proficient with networking and Communication technologies including the planning and

management of the interaction between many networking systems

o Knowledge at the associate to intermediate level of TCP/IP networks, WAN protocols, wiring

and cabling, and network management solutions;

o Experience with Network Traffic Monitoring and Diagnostic Tools;

o Aware of ITIL concepts and general framework;

o Strong computer skills and ability to use standard technology packages and Bank’s standard

software (word, excel, outlook, Power Point, MS Projects, etc…); and

o Ability to communicate (verbal and written) effectively in English or French, with working

knowledge of the other; Knowledge of Portuguese is an advantage.
4. The Corporate Information Technology Services Department (CHIS) invites Individual Consultants to

indicate their interest in providing the above-described services. Interested Consultants shall provide

information on their qualifications and experience demonstrating their ability to undertake this Assignment

(CV, reference to similar services, experience in similar assignments, etc.).

5. The eligibility criteria, the establishment of a short list and the selection procedures shall be in conformity

with the Bank’s procedures for the acquisition of consulting services funded by the administrative or capital

expenditure. Please, note that interest expressed by a Consultant does not imply any obligation on the part

of the Bank to include him/her in the shortlist

6. The estimated duration of services is six 06 months (renewable once if required) and the estimated starting

date is 1

st March, 2019.

7. Interested Individual Consultants may obtain further information at the address below during the Bank’s

working hours: from 08:00 to 17:00 hours, Abidjan Local Time.

8. Expressions of interest must be received by email at the address below no later than Friday, 01 February

2019 at 17:00 hours, Abidjan local time and specifically mentioning “SENIOR IT OPERATIONS CENTER

CONSULTANT”.

For the attention of: IT Recruitment Team African

Development Bank

Corporate IT Services Department (CHIS)

Avenue Joseph Anoma, 01 B.P. 1387,

Abidjan, CÔTE d'IVOIRE

Tel: (+225) 20 26 22 61

Email: [email protected]

Documents

 Tender Notice