Purpose of the Position:

The purpose of the post is to coordinate the work of technical teams within the Infrastructure and Platform Operations Unit to provide tier-2 operational support to the ICC infrastructure. The services are delivered at a high level of quality and internal efficiency in order to create value for customers.

Objectives of the Programme:

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Main duties and responsibilities:

Under the supervision of the Head, Infrastructure and Platform Operations Unit, and in close collaboration with the Chief, Business Solutions Section the incumbent is responsible for the following duties:

 Supervisory:

• Supervise the day-to-day technical operation of the operational network support team. Main tasks include coordination of the technical work of the team, prioritizing and managing the team workload and schedule. Keeping tracks of the status of the support tickets and breaches to ensure within the agreed processes
• Ensure that all staff and personnel performance management and coordination processes are adhered to, and regular communication and performance feedback is given to relevant staff and consultants. Ensure exchange of information, experience and learning; contribute to the optimization and identification of courses of action to accelerate/improve delivery of Tier 2 services

 Processes:

• Oversee the coordination of the support team involved in operating, administering and supporting UNICC network infrastructure, including adherence to the standard configurations, operation guidelines and procedures
• Ensure that all processes operated by the operational network support team are in line with agreed standards and metrics that are reported regularly and accurately
• Coordinate the execution of routine operational activities to ensure the supported infrastructure are running optimally, ensure the execution of regular preventive maintenance plans, and that recommended patches are installed to ensure smooth operations and security of the systems
• Provide coordination for incident management and request fulfilment across the UNICC infrastructure at the Tier 2 in collaboration with Tier 3 and other stakeholders, as applicable, while helping identify technical problems and propose solutions as a part of resolution management processes
• Provide coordination for the implementation of standard and non-standard/complex/Tier 2 changes across the ICC infrastructure in collaboration with Tier 3 and other stakeholders, as applicable
• Provide coordination at the Tier 2 for the transition and implementation of major upgrades, project support, transition of new services related to UNICC supported environment in collaboration with Tier 3 and other stakeholders

Other:

• Active collaboration within Tier 2 teams, Tier 3, Service Desk, Service Management team, BRM and other technical teams in ICC to ensure efficient delivery of ICC services
• Coordinate the provision and escalation of “stand-by” services to address escalation issues during weekends, holidays and outside of normal working hours
• The incumbent occasionally acts as Officer-In-Charge of the Unit during the absence of the Unit Head, if nominated
• Provide other ad hoc support either within your team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management

Experience and skills required: 

Essential:

• 5 years of relevant IT work experience in supporting and/or operating enterprise LAN, Data Center, Voice networks and WAN environments and related services in a complex heterogenous environment
• Experience applying good practices for IT operations and service management
• Ability to drive, manage and develop team members; to manage conflict effectively; and to engage with colleagues across the organization at all levels
• Customer-centric approach to delivery and problem solving
• Proven success in establishing team objectives, communicating those, and reporting, maintaining the relevant measures (metrics and KPIs)
• Ability to grasp complex concepts, logical and analytical approach to solving problems
• Ability to work under pressure and with minimum supervision
• Experience with control and audit frameworks (e.g. ISO 20000, ISO 27000), ITIL

Desirable:

• Experience working within remote and virtual teams
• Good presentation skills and ability to convey complex technical information to non-technical audience
• Experience with service reporting, business analytics

Education: 

Essential:

• Bachelor’s equivalent university degree in any discipline but preferably in computer or telecommunication, mathematics or related field

Desirable:

• Industry related certifications
• ITIL, ISO20000, ISO27001 certifications
• PRINCE 2 certifications
•  

Languages: 

• Expert knowledge of English is required
• Knowledge of Spanish is desirable

Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Producing results: Produces and delivers quality results: Is action oriented and committed to achieving outcomes.
• Creating an empowering and motivating environment: Guides and motivates staff towards meeting challenges and achieving objectives. Promotes ownership and responsibility for desired outcomes at all levels.

Compensation:

Annual Salary Estimation (net of tax at single rate), including post adjustment (36,9% on December 2020): 82,458 USD$

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 10 January 2021.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Applications from women are particularly encouraged for this vacancy