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Head, Infrastructure Services Section





Vacancy Announcement

Head, Infrastructure Services Section, P-4

HQ Amman


Deadline for Applications

21 May 2017

(7 May 2017 for internal applicants)


2 years, with the possibility of further extension, subject to the availability of funds, satisfactory performance and continuing need.

Vacancy Announcement Number



UNRWA encourages applications from qualified women and welcomes applications from qualified candidates with disabilities.



UNRWA, the largest United Nations operation in the Middle East with over 30,000 staff working across five areas of operation, is looking for professionals like you.


We are building a SMART Enterprise that partners with the business to benefit the Palestine refugees

The Information Management Department (IMD) is a strategic enabler of UNRWA’s programmes in Jordan, Lebanon, Syria, West Bank and Gaza. With over 35,000 staff members serving over 5 million Palestine refugees, the programmes deliver direct services to the refugees in the areas of education, health, relief and social service, infrastructure and camp improvement, and microfinance services. IMD is always at the forefront when it comes to introducing innovative business solutions that impact the organization’s overall value chain even as it embarks towards a future ready state that is defined by the SMART Enterprise Strategic Framework.


Do you want to make a lasting difference? 

If you are passionate about making a lasting difference for Palestinian refugees, this role will give you the opportunity to lead a team of ICT experts and be responsible for providing innovative technical/business solutions that will contribute towards the vision of a SMART Enterprise for UNRWA.


The main responsibilities include:

·         Implementing and managing all aspects of Agency ICT Enterprise Infrastructure Services operations in terms of planning, developing, deploying, monitoring, maintaining, operating and documenting adequate and reliable ICT enterprise infrastructure services, for the provision of:

(i) Data center hosting operations, internally and/or outsourced, including central applications hosting services, network management services, e-mail services, database management, access management, ICT security services and information production services;

(ii)  Network and global telecommunications operations covering data, voice and video services by utilizing LAN, WAN, PABX, Internet and satellite services.

·         Implementing and managing all aspects of ICT  Infrastructure Services management in terms of standards, policies, instructions and guidelines covering:

(iii) Acquisition, use, maintenance, upgrade, and disposal of Infrastructure services, systems, equipment, and connectivity;

(iv) ICT security, backup and access management;

(v) E-mail and unified communications systems management.

·         Managing section initiatives, plans, budget and resources;

·         Managing and implementing ICT security procedures development, enforcement, monitoring and documenting in relation to voice and data transmission security, information access control, equipment physical security and facilities access security; manage security incidents, security assessments activities and vulnerability testing;

·         Participating in various technical aspects of tendering procedures to acquire and deploying required ICT infrastructure solutions and services and managing ongoing technical contractual relationships with service providers;

·         Participating in enterprise information management systems implementation activities and leading ICT infrastructure design and implementation activities, ensuring that infrastructure services delivery, operation and support aspects are ready for go live operations while adhering to the defined Change Management process;

·         Participating in Agency ICT Strategy formulation, conducting research and leading the analyses of emerging and market technological alternatives, solutions and trends in the form of market research and feasibility studies;

·         Participating in the ICT Change Management and Disaster Recovery Planning activities;

·         Supervising and managing assigned staff and resources, including distribution of work assignments, providing guidance, reviewing and reporting on performance, and providing required training to ensure staff skills and knowledge cover all aspects of delivered services.


Conditions of service 

UNRWA offers an attractive compensation package including annual salary starting at $70,647 net tax free with post adjustment of 36.4% (subject to change without notice). All UNRWA duty stations (with the exception of Gaza and Syria) are family duty stations. Other benefits, subject to eligibility, include:


ü  Dependency allowances

ü  Rental subsidy

ü  Education grant for children

ü  Home leave travel

ü  6 weeks (30 working days) annual leave

ü  Pension fund entitlements under the

    UN Joint Staff Pension Fund

ü  International health insurance; optional

    life insurance

ü  Disability protection



Additional information

The incumbent of this post will be required to travel throughout the Agency's area of operations in the Middle East.



To qualify for this position, you will need:


Advanced university degree (Master’s or equivalent) from an accredited educational institution in computer engineering, telecommunications engineering or other related discipline; a first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of an advanced university degree;



• At least eight years of progressively and relevant professional  experience in managing and implementing enterprise ICT infrastructure, four of which must have been in a senior position practicing and implementing various enterprise ICT infrastructure services in a  global ICT service setting, including data center management, systems hosting and local and wide area network infrastructure; including two years of relevant experience outside one’s home country;

  Advanced knowledge and extensive experience in developing and implementing enterprise ICT infrastructure technologies, data center and network operations center operational standards and policies, including ICT service design, transition, and operation best practices as well as Disaster Recovery Plans and Business Continuity Plans;

  Experience with preparing ICT related Request for Proposals (RFP), bids analysis, contract negotiations and management, and service level agreements management in a complex ICT environment;

  Practical experience with IT security operations, including vulnerability testing, security assessments and  the application and integration of IDS and IPS;

  Practical experience and solid knowledge of a variety of ICT technologies in various infrastructure domains including network management and corporate e-mail systems, specifically with MS server technology, MS Exchange, MS SharePoint, CISCO networking products and the application and integration of firewalls, QoS, encryption and compression over WAN links;

  Demonstrable management of large projects and supervisory experience.


Excellent in written and spoken English.



Desirable qualifications:

·         Advanced certifications in ITIL framework, information security (CISSP or CISM), project management (PRINCE2), network and datacenter technologies and operations, disaster recovery planning and/or other relevant ICT infrastructure management certifications;

·         Knowledge of the mandate and mission of UNRWA as well as the cultural, political and social environment in which it operates;

·         Work experience in an international context;

·         Working knowledge of Arabic language.


You will also need to demonstrate the following competencies:

·         Willingness to keep abreast of new developments in the field of information technology;

·         Ability to establish and maintain effective working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity;

·         Ability to convey complex technical concepts and recommendations to non-technical staff, both orally and in writing, in a clear and concise manner;

·         Ability to analyze complex problems and make sound decisions;

·         Ability to independently plan and prioritize work, set clear objectives, work well under tight deadlines, monitor performance against deadlines and handle multiple concurrent projects/activities;

·         Positive attitude, customer service oriented and strong communication and negotiation skills;

·         Ability to lead and motivate subordinates.


For guidance on how to prepare for competency-based interviews:
















How to apply

To start the application process, applicants are required to register at by creating a personal profile and completing UNRWA Personal History Form. Only applications received through will be considered. Due to the large number of applications received for UNRWA vacancies, only applicants short-listed for interview will be contacted. The United Nations does not charge fees at any stage of the recruitment process. The United Nations does not concern itself with information related to bank accounts.


General information

UNRWA staff are expected to uphold the highest standards of integrity, neutrality and impartiality at all times. This includes respect for and commitment to human rights, diversity, and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. UNRWA is a non-smoking work environment.


The retirement age for staff entering or re-entering service in the UN Common System after 1 January 1990 is 62 and 65 after 1 January 2014. For external applicants, only those who are expected to complete a term of appointment will normally be considered.


The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description.


Date of issue: 24 April 2017/ LA


Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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  • Organization: UNRWA - United Nations Relief and Works Agency for Palestinian Refugees
  • Location: Amman
  • Grade: P-4, International Professional - Mid level
  • Occupational Groups:
    • Infrastructure and Urban-Rural development
  • Closing Date: 2017-05-21

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