Head, Core Services & Infrastructure Management Unit, ICT

Contract

This is a P-4 contract. This kind of contract is known as Professional and Director staff. It is normally internationally recruited only. It's a staff contract. It usually requires 7 years of experience, depending on education.

Salary

The salary for this job should be between 138,547 USD and 178,628 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

Org. Setting and Reporting ICAO serves as the global forum of States for international civil aviation. ICAO develops international civil aviation Standards and policies, undertakes compliance audits, performs studies and analyses, provides assistance and builds aviation capacity through many other activities and the cooperation of its Member States and stakeholders. ICAO works with the Convention’s 193 Member States and industry groups to reach consensus on international civil aviation Standards and Recommended Practices (SARPs) and policies in support of a safe, efficient, secure, economically sustainable, and environmentally responsible civil aviation sector.

ICAO has embarked on a Digital Transformation strategy, with the goal to modernize business processes, adopt commercially available systems, and leverage cloud services. The corresponding migration from bespoke on-premises systems and servers to widely-used cloud-based services will be a key focus for the Head, Core Services & Infrastructure Management Unit, in the coming years.

The Bureau of Administration and Services (ADB) plays a lead role in the effective and efficient administrative management of the Organization by ensuring the provision of high-quality physical and human resources, by applying the highest standards of work ethics and conduct, as well as by using results-based management skills and tools to support the Organization in implementing its Strategic Objectives to serve all stakeholders of the world aviation community.

The Information and Communication Technology (ICT) Section falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Chief Information Officer (CIO) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization. ICT strives to maximize stakeholder's satisfaction by ensuring quality service delivery in all operations and by adopting best practices in the governance and management of Information systems, cloud service providers, and resources. ICT’s work as enablers (of the most appropriate ICT to match ICAO's needs), should reflect in every facet of the Organization's operations, advancing and fostering an environment of collaboration and sharing.

ICT, led by the CIO is a service provider to the entire organization; the ICT Section plans, acquires or develops and manages the organization’s enterprise applications and systems. Key activities of ICT include the sustainment of core infrastructure and network services; migration to cloud services; software development and support for enterprise applications; Enterprise Architecture and Portfolio Management; Enterprise Resource Planning (ERP) system support; Web management; and Regional Offices (RO) support.

Under the supervision of Chief, ICT, the incumbent leads and manages the Core Services and Infrastructure Management (CSIM) Unit, which oversees the following:

• The current infrastructure services, largely located on-premises, including the maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) as well as the operations, implementation and management of the Network Infrastructure.
• Implementation and operationalization of the Target Operating Model (TOM) as it relates to Infrastructure services as elaborated in the ICT Strategy. This includes the shift from on-premise infrastructure to Cloud services with preference and priorities for SaaS and PaaS delivery models. The TOM also entails a focus shift from running and maintaining infrastructure services towards more outsourcing and the attendant management and oversight of related contracts.
• Service Operations, including management of application services like Email, Office Applications, service management, and IT asset acquisition and management, including their maintenance and inventory.
• Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.
• Technical supervision of relevant Regional Office IT staff.

The Head, CSIM is accountable for the creation, implementation and oversight of strategies and projects designed to ensure robust, stable and resilient core infrastructure services for the organization. Moving forward, this will include a strong push to migrate from on-premises servers and services to cloud services, focused on Platform as a Service (PaaS) and Software as a Service (Saas).

Responsibilities Function 1: Management and Oversight of Core ICT Infrastructure (incl. Expected results)

Collaboratively engages with management, other ICT functions and Bureau representatives to ensure an ICAO-wide standardized approach to the management of core infrastructure for ICT Services, achieving results such as:

• Ensure that Information Technology Infrastructure Library (ITIL) - based Service Management and other Infrastructure best-practice considerations and related risks are adequately represented on relevant Bureau and governance forums and that they are known, well-integrated and addressed across the Organization.
• Actively contribute as lead ICT Infrastructure expert to ICT Management Committee (IMC) deliberations on the governance of ICT projects.
• Liaise with the Enterprise Architecture and Portfolio Management teams to provide input on relevant ICT components, infrastructure landscape and other core infrastructure artefacts for the purpose of planning, monitoring and improving the organization’s Enterprise Architecture.
• Provide clear and timely advice to executive management on infrastructure requirements and considerations for ICT Services, with a strong forward-looking focus on migrating to cloud-based services.
• Ensure that relevant and appropriate information on infrastructure and related services is provided to third-party suppliers in accordance with established internal frameworks and ensure compliance with required controls.
• Lead the development and maintenance of a policy set for Infrastructure-related Services, including standards and processes that fit the organization at all levels. Seek and confirm management approval, as required.
• Lead the development and utilization of ITIL-compliant operating procedures for infrastructure services.
• Ensure an Organization-wide implementation of policies for infrastructure services, reflecting varying Bureaus’ needs where necessary.
• Manage the process to administer policy exceptions for Infrastructure-related Services, ensuring that they are subject to appropriate controls, both before and after approval.

Function 2: Operations of Infrastructure Services (incl. Expected results)

Leads and oversees the definition, implementation and monitoring of a fit-for-purpose, robust and resilient core infrastructure services, achieving results such as:

• Oversee the definition and maintenance of infrastructure architectures at various levels – addressing the functional and security characteristics of ICAO IT platforms solutions.
• Lead initiatives to specify, procure and implement systems that provide networking, computing and storage platforms and solutions, including, but not limited to: o Cloud-based services, focused on PaaS and SaaS, in support of business requirements. o Networking backbone, Internet access, wireless network, VPN, ROs connections o Basic network services such as: AD, DNS, DHCP, Dot1x o Servers, servers operating system, virtualisation, clustering, and cloud capacity o Storage system, virtual libraries, with preference to cloud solutions o Backup/Restore, Archiving solution o Disaster recovery capability and testing for infrastructure services o Infrastructure monitoring, reporting, and system management tools
• Lead the development of detailed designs and specifications, procure and implement security solutions in collaboration with the Information Security Team to provide secure and efficient connection between all components of the infrastructure and the users, including but not limited to: o Firewalls; o Security Appliances: load balancing, proxy, sign on control o End-point threats protections; o Intrusion Detection and Prevention
• Manage the day-to-day operation and maintenance activities of the entire infrastructure including: o Proactive identification of necessary maintenance to ensure reliable service o Applying software and firmware updates
• Respond to security and operational notifications from the monitoring systems.
• Oversee the planning and designing of new core and cloud infrastructure services to meet users’ requirements.
• Provide operational reports on a regular basis to management on the availability and security status of the infrastructure.

Function 3: Office Automation, Service Desk and ITIL-based ICT Service management throughout ICAO

Delivers Office Automation, Service Desk and ITIL-based ICT Service management throughout ICAO, achieving results such as:

• Oversee the maintenance of a Service Catalogue and Service Level Agreements (SLA) for all infrastructure services delivered by the Unit.
• Manage and enforce the process to review service delivery performance on a regular basis to assess compliance to SLAs and adjust as necessary.
• Lead the delivery and operation of ancillary Office support solutions such as Microsoft 365 and core service applications like Relational Database Management Systems (RDBMS).
• Oversee the development and maintenance of standard corporate workstation images to be deployed on ICAO PCs including network and security policies to support the integrity of the organization’s data and infrastructure.
• Oversee the process to ensure and maintain an accurate inventory of all IT assets, hardware and software.
• Provide operational reports to management on the availability and security posture of the core IT services.

Function 4: Unified Communication, Meeting Support and Delegations Services (incl. Expected results)

Leads and oversees the establishment, control and operations management for services related to IP Telephony and Unified Communication as well as ICT Services to support ICAO Meetings and Resident Delegations, achieving results such as:

• Develop detailed designs and specifications, procure and implement solutions to provide secure and efficient core services for all users including: o Electronic mail o Unified Communication o Telephony o Network file and print o Web/video conferencing, collaboration and Smart Room utilization o Video Conferencing o Conference Centre support
• Oversee the process to manage the Cellular telephone services for authorised users
• Liaise with other Sections across the organization as well as designated staff of Resident Delegations, coordinating the delivery, management and maintenance of core services such as Network connectivity, Internet access and Telephony to Resident Delegations.

Function 5 (incl. Expected results)

Performs other related duties, as assigned.

Competencies Professionalism: Extensive knowledge of information technology management, particularly in Infrastructure Architecture, Cloud Services on Microsoft Azure, covering major Microsoft’s Infrastructure/Platform/Software as a Service (IAAS/PAAS/SAAS) offerings, Service Operations, Server and Workstation Operating Systems, Storage Area Networks (SAN), Network and Application Firewalls and Security systems and business analysis as well as IT stakeholder customer relationship management. Extensive knowledge of project management methodologies, as well as professional qualification in PRINCE 2 or PMBOK. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.

Client Orientation: Considers all those to whom services are provided to be “clients ” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Technological Awareness: Keeps abreast of available technology; understands applicability and limitations of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

Judgement/Decision-making: Identifies the key issues in a complex situation, and comes to the heart of the problem quickly; gathers relevant information before making a decision; considers positive and negative impacts of decisions prior to making them; takes decisions with an eye to the impact on others and on the Organization; proposes a course of action or makes a recommendation based on all available information; checks assumptions against facts; determines that the actions proposed will satisfy the expressed and underlying needs for the decision; makes tough decisions when necessary.

Managing Performance: Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.

Education Essential: - A first-level university degree in Information management, information and communication technology, computer science, software engineering, business administration, or in a related area. - Advanced training in infrastructure operations or networking, security, or other information technology domain.

Desirable: - PRINCE 2 Practitioner or PMP certification. - ITIL certification, Control Objectives for Information and Related Technologies (COBIT) certification. - Training in Standards ISO 19086 Series - Service Level Agreements Standard.

Work Experience Essential: A minimum of ten (10) years of relevant, professional experience as a supervisor in the field of Infrastructure Operations is required.

Hands-on experience with Microsoft Azure management and operations is required.

Experience in the operation of IT services in an ITIL environment is required.

A minimum of three years managing Infrastructure management Services providers. Including the SLA’s definition, negotiation, and monitoring is required.

Experience managing the migration to cloud services and decommissioning of on-premises servers and services is required.

A minimum of three years managing SaaS/PaaS/IaaS providers, including the SLA’s definition, negotiation, and monitoring is required.

A minimum of three years of experience managing a global services desk. Professional experience with Microsoft technologies: Microsoft 365, Windows, SharePoint, Active Directory is required.

Desirable: Experience in managing several projects concurrently, empowering and supporting project team members. General experience with cloud services, such as Azure, AWS, and/or others is desirable.

Experience working with application service providers, cloud providers, and remotely hosted solutions is desirable.

Proven experience in implementing cross-functional projects and data-centre management is desirable.

Languages Essential: Fluent reading, writing and speaking abilities in English.

Desirable: A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, or Spanish).

Assessment Evaluation of qualified candidates may include an assessment exercise which may be followed by a competency-based interview.

Special Notice The ICAO Assembly recently reaffirmed its commitment to enhancing gender equality and the advancement of women by supporting UN Sustainable Development Goal 5 “Achieve gender equality and empower all women and girls.”

Female candidates are strongly encouraged to apply for ICAO positions, especially in the Professional and higher level categories.

It should be noted that this post is to be filled on a fixed-term basis for an initial period of three years (first year is probationary for an external candidate).

ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization within the duty station.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants.

The Standards of Conduct for the International Civil Service adopted by ICAO, which are applicable to all staff members, are defined in the ICAO Service Code (Staff Regulations).

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

Remuneration: Level P-4 Rate Net Base Salary per annum + Post Adjustment (net) per annum(*) USD $75,602 + USD $34,928 (*) Post Adjustment is subject to change.

United Nations Considerations In accordance with ICAO Staff Regulations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard shall be paid to the importance of recruiting staff on as wide a geographical basis as possible and ensuring equal gender representation. Subject to the foregoing, selection of staff members shall be made without distinction as to race, sex or religion, nor shall there be any discrimination on account of any disability of a candidate who meets the qualifications required to perform the tasks. Unless otherwise permitted under the ICAO Staff Regulations, appointment and promotion of staff members shall be made on a competitive basis.

Candidates will not be considered for employment with ICAO if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts.

Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the Inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in Inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee ICAO does NOT charge any fees or request money from candidates at any stage of the recruitment process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.