Senior ICT Officer (Infrastructure - UCC), P4

Accountability - Ensuring that new ICT services are introduced at the right time, and in a state in which expected service levels can be achieved and existing services are not negatively impacted - Maintaining expertise as the lead infrastructure expert in one or more areas of UNHCR infrastructure - Delivering support to end users - Ensuring the correct operation of infrastructure under their control

Responsibility Team Management Leadership - Identifying own training needs and communicating to the ICT Infrastructure Support Lead

Standards, Policies and Processes - Adhering to Service Management processes, policies, Service Level Agreements (SLAs) and standards

Service Delivery - Responsible for the provision of 2nd level support for ICT infrastructure, encompassing: - Building relationships with the business to encourage reporting of issues - Resolving incidents as referred from the Global Service Desk (GSD) - Logging all requests for 2nd level support in a timely manner - Providing support for infrastructure in the field via Regional ICT Officers - Providing technical expertise and guidance to other field staff - Escalating issues to 3rd level support as required - Liaising with 1st level support to ensure a smooth hand-over of daily incident reports and escalations - Contributing to identifying and implementing infrastructure improvements to the service, in-line with UNHCR strategic objectives - Ensuring the continued availability of reliable, scalable, high performance and secure unified communications and collaborations which must meet the current needs of the business. - Performing complex design, engineering, implementation, maintenance, and upgrade of the local area network (LAN) and/or wide area network (WAN), messaging and/or security infrastructure - Proposing strategies to address the organization's future requirements for specific aspects of Unified communications and collaboration and associated services - Developing, maintaining, and applying a significant breadth and depth of current technical and professional expertise in order to analyze complex situations and develop appropriate solutions meeting a wide range of technical and non-technical criteria - Provide technical and administrative support, monitor, and evaluate the efficiency of the infrastructure equipment including networks, messaging systems, collaboration systems and audio and video conferencing equipment - Responsible for the configuration, installation, maintenance, testing, and upgrade of the infrastructure equipment where required - Mentoring other members of the team to support the professional development of colleagues in their specialist area(s) - Maintaining technical documentation of environment supported - Providing written documentation evaluating network and/or security information relating to video and audio conferencing equipment including measuring and formal reporting of appropriate metrics in periodic intervals - Providing direct support for users in video and audio conferencing

• The provision of governance and quality assurance for the release of new ICT developments delivered by the Service Development team, into live operations
• Developing and managing the:
• Release process to ensure that all new services and changes to existing services are introduced in a controlled, risk assessed manner
• Risk, quality assurance and governance framework for new releases
• Identifying, assessing and managing risks by ensuring that release governance, processes and policy are adhered to

Planning - Contributing to short-term planning (<6 months) undertaken by the Head, ICT Service Centre Section to ensure the effective provision of 2nd level direct infrastructure support and the effective resolution of IT incidents

General - Undertaking other tasks or assignments within his / her area of competence as directed by Head of ICT Services Centre

Authority - Decide on appropriate resolution to incidents / problems - Escalate issues to supervisor if incident / problem cannot be resolved with scope of responsibility

How to apply:

For details on how to apply for this vacancy, please consult the UNHCR website at www.unhcr.org. – Employment -Career Opportunities – International Professional Category.

UNHCR aims for workforce diversity. Women are encouraged to apply for positions

Closing date for receipt of applications: 3 January 2012