Switzerland Chief, Tech Support and Monitoring Section, P5

Under the supervision of Deputy Director, ICT Operations of Division of Information Systems and Telecommunications (DIST) the incumbent of the position will have the following:

Supervision provided - Responsible for the day to day sueprvision of a team of six internal technical specialists and other technical support/monitoring staff in the section.

Size and scope of role - Responsible for the overall measurement and management of service levels within DIST. Coordinating the responses to major incidents across suppliers and DIST. Providing 2nd level support for HQ hosted infrastructure and can only be supported from HQ. Monitoring the ICT infrastructure in coordination with the monitoring activities in the ICT Services Centre in Amman - Responsible for ownership of the relationship with, and management of external Managed Service Providers to ensure resolution of infrastructure issues - Owns the ICT Problem Management process across DIST - For additional information about the skills related to this role please refer to the DIST Job Family and Skills document

Main relationships -Internally, liaises directly with own Service Management Team, 1st and 3rd level support. - Works with the Head, ICT Services Centre in Amman to ensure effective monitoring and reporting of infrastructure services across DIST - With the Chief, Customer Services Section to ensure that major incidents, change and problems are well managed - With Chief, Service Development Section to ensure that problems are well managed - With Senior Architects and Senior Release Management officer to ensure changes to configuration and releases are managed well into operations - Externally, will build close, collaborative relationships with the Managed Service Provider to ensure they are delivering to meet agreed standards

Scope of leadership - Will have experience in, and be able to provide technology leadership and mentoring to Service Management Staff

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