Chief Solution Engineering Officer

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Chief Solution Engineering Officer

ORGANIZATIONAL CONTEXT
The Chief Solution Engineering Officer is principally responsible for ensuring that there is overall coherence in the systems and services being developed, including the underlying infrastructure, and that the value and integrity of UNHCR¿s ICT architecture is strengthened and extended with each project investment. The incumbent will be expected to guide a team of Solution Engineers in the engineering process in order to ensure that requirements¿both functional and non-functional (i.e. technical) - are well defined and consistent with business needs, and that system design specifications, criteria for system testing and user acceptance result in cost-effective, performant and functionally acceptable systems and services.  The incumbent works with closely with senior managers in DIST in particular Chief Business Relationship Officers, as well as Managed Service Providers and contractors. The role is principally focussed on project work; however, the incumbent may provide support and expertise, on occasion, to business-as-usual teams.

The post is located within the Office of the Chief Information Officer and reports directly to the CIO. The incumbent has direct supervisory responsibility over a team of application and infrastructure Sr. Solution Engineers.

FUNCTIONAL STATEMENT
Accountability
- Technology roadmaps are developed and maintained for the major platforms and technology portfolios in UNHCR and reflect the emerging capability needs of the business.
- Solution designs are cohesive across projects and comply with UNHCR¿s ICT architecture and standards.
- A cadre of solution engineers is developed to ensure continuity and sustainability of UNHCR¿s platforms and technology portfolios.

Responsibility
- Assign solution engineers to projects, as well as to develop and update technology roadmaps for the major platforms and technology portfolios, including upgrades, replacement and retirement of systems and services.
- Provide guidance to solution engineers in the execution of their responsibilities to ensure adherence to standards and procedures.
- Review architectural and design documents, including solution options and recommendations, prior to their submission to the Architecture Review Board for endorsement.
- Validate with solution engineers that solutions are production-ready and fit-for-purpose before transitioning to production.
- Review production support documentation to ensure appropriate service level agreements can be obtained by solutions and services, that the solution is well documented, and that support teams have updated knowledge bases;
- Provide business-as-usual third-level support for critical incidents on an exceptional basis.
- Serve as Major Incident Manager and lead ¿return-to-green¿ activities for prolonged issues on an exceptional basis;
- Ensure that a watch is kept on technologies of interest to UNHCR and regular updates are presented to appropriate Management teams in UNHCR, organising proof-of-concepts with vendors where appropriate.
- Conduct periodic reviews of the solution engineering skills available to UNHCR and take proactive measures to address any potential gaps.
- Supervise the work of solution engineering consultants when assigned to activities under area of responsibility.
- Participate in the annual program review process to ensure that technical inputs are aligned to the organizations strategic direction.
- Work closely with the Portfolio Management Office and the Program and Project Management Office to keep standards, procedures and technical templates up-to-date and fit-for-purpose.
- Perform other duties as may be assigned.

Authority
- Recommend the hiring of solution engineering candidates.
- Assign solution engineer to support projects.
- Direct various team members participating in the major incident management process.
- Endorse project solution documents, proposals for new technology standards, and updates to the solution engineering process prior to formal endorsement by the Architecture Review Board.
- Reject solutions that do not conform to organizational technical standards.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Graduate degree (equivalent to a Master¿s) in ICT, engineering, or a related subject.
- A minimum of 11 years ICT experience including 8 years recent experience in solutions engineering.
- Demonstrated experience working with business partners, understanding business concepts, and applying technical solutions based on standard industry practices.
- Demonstrated experience driving technology solutions from design through implementation, leveraging cross-functional teams comprised of staff, vendors, outsource partners, and contractors across multiple locations.
- Proven solution engineering experience with Enterprise Infrastructure (Desktops, Servers, Storage, Network) and Applications (enterprise-wide mission critical systems such as ERP, CRM, enterprise content management, enterprise collaboration platforms, and business intelligence platforms).
- Demonstrated experience in designing solutions across a wide-range of platforms and technologies.
- Extensive experience with the IT Software Development Life Cycle (SDLC), as well as Agile/Scrum methodologies and ITIL processes.
- Proven ability to develop solution documentation for functional and non-functional requirements, conceptual architectures, detailed system designs, and test plans using industry standard and generally accepted modelling methods using standard tools.
- Demonstrated ability to lead a team of highly skilled solution engineers from different technical disciplines.
- Strong supervisory experience including leading a matrixed team to ensure collaboration and effective operations.
- Strong teamwork, interpersonal, and executive-level presentation skills.
- Ability to influence, manage, and lead technical discussions with internal and external partners and stakeholders.
- Ability to communicate effectively with technical and non-technical audiences, including the ability to express complex technical and business concepts to all management levels, peers and business units.
- Excellent analytical and conceptual skills.
- Willingness to travel internationally on short notice.
- Fluent in written and spoken English

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Formal certification in Solution Design from a recognized professional body (e.g. TOGAF).
- Formal certification in ITIL - Foundation and Intermediate level (Service Design).
- Knowledge of systems and processes within the United Nations. Experience operating in humanitarian or United Nations organizations.
- Knowledge of French or other UN Languages. C001L4 - Accountability Level 4
C002L4 - Teamwork & Collaboration Level 4
C003L4 - Communication Level 4
C004L4 - Commitment to Continuous Learning Level 4
C005L4 - Client & Result Orientation Level 4
C006L4 - Organizational Awareness Level 4
M001L4 - Empowering and Building Trust Level 4
M002L4 - Managing Performance Level 4
M006L4 - Managing Resources Level 4
M005L4 - Leadership Level 4
M003L4 - Judgement and Decision Making Level 4
M004L4 - Strategic Planning and Vision Level 4
X002L4 - Innovation and Creativity Level 4
X001L4 - Analytical Thinking Level 4
X003L4 - Technological Awareness Level 4

Before applying to this position, we strongly encourage colleagues to read the country specific FAQs information leaflets which can be found  on the Intranet under Staff Resources > Duty of Care. The information leaflets are specifically designed to answer some of the key questions potential applicants might have before deciding to apply. 

Demonstrated ability to design and implement ICT service management processes including situations in which resources are both insourced and outsourced

Good understanding of the complexity and constraints of delivering ICT services to users operating in deep field locations with limited or no local ICT infrastructure and facilities, as well as in emergency or high risk situations

Significant knowledge of relevant technology used in UNHCR¿s ICT infrastructure and good understanding of UNHCR¿s enterprise/corporate applications

Possess solid knowledge and understanding of UNHCR field operations

Capacity to work effectively in a team under pressure to deliver results on time UNHCR¿s need for software and information systems support continues to grow, as does the need to continuously improve and expand information and communications systems and infrastructure across the organization 

Need for solution engineers traverses all aspects of the ICT function covering both infrastructure (desktop, servers, networks) and applications

A need to enhance internal capacity to engineer and integrate new technologies, provide technical oversight of the delivery of external providers; provide strategic planning and guidance on continuous improvement to UNHCR¿s ICT infrastructure and applications Headquarters-based No current security concerns Demonstrated ability to lead and work well in a matrix management environment

The post is key to the ability of DIST to fulfill its mission to provide timely and effective ICT application development and support to UNHCR operations and is a key role in ensuring that requirements for all UNHCR offices are understood, addressed, and translated into cost-effective solution designs

Please note that the closing date for all vacancies in the September 2017 Compendium is Monday 6 November 2017 (midnight Geneva time).