ICT Officer (Av, Perf, SLA)

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.

ICT Officer (Availability, Performance and SLA)  

ORGANIZATIONAL CONTEXT
The post is located within the Global Service Desk of the ICT Customer Support Service and reports directly to the Head of the Service Desk.  The incumbent is responsible for monitoring ICT service availability, performance, and service level management of ICT services delivered by DIST, other UNHCR divisions and third parties (managed service providers).

Supervision provided:
While not a leadership role, the incumbent oversees the work of UNHCR services delivery personnel and is responsible for ensuring that the various managed service providers' delivery efficient and effective services and support to end-users.

Size and scope of role:
The incumbent has oversight responsibility for all aspects of ICT service availability, performance, and service level management ¿ whether delivered directly by DIST staff, other UNHCR Divisions or through a Managed Service Partner.  This includes, but is not limited to:
- All operational ICT services and technology, particularly those covered by Service Level Agreements (SLAs). It can also be applied to those ICT services deemed to be business critical regardless of whether formal SLAs exist.
- All new or changed IT services.
- All supporting services and the partners and suppliers (both internal and external) that form the IT support organization as a precursor to the creation of formal agreements.
- All aspects of the IT services and components and supporting organizations that may impact availability, including training, skills, process effectiveness, procedures and tools.

Main relationships:
- DIST Customer Support Service (Site Support, Service Desk, Cross-Functional) ensuring that all parties are consulted and informed as required.
- DIST ICT Operations Service (Platform, Network, Desktop, and Security) teams on all technical matters related to ICT service availability, performance and service level management.
- DIST Business Relations Management Service to ensure that end-user requirements are captured and managed within SLAs, OLAs and contracts.
- UNHCR Divisions receiving service requests through the Global Service desk to ensure that services are delivered according to agreed service levels.
- Managed Service Providers (management and technical resources) to ensure that all services are delivered to the agreed service levels.

FUNCTIONAL STATEMENT
Accountability (key results that will be achieved)
- End-users receive efficient and effective ICT and other support services.
- Management for all availability-related issues, relating to both services and resources.
- Agreed availability targets in all areas are measured and achieved in a cost-effective manner.
- Established Service Level Agreements (SLAs) with service providers are managed and monitored.
- Performance and availability of ICT services are managed and coordinated.

Responsibility (process and functions undertaken to achieve results)
- Work closely with service delivery managers, business representatives, and managed service partners to ensure that specific and measurable SLA targets are developed, documented, and managed for all existing, new or changed ICT and business services.
- Work closely with DIST teams, business stakeholders, and managed service partners to ensure that specific and measurable availability, reliability, and maintainability targets for the ICT infrastructure components that underpin the operational ICT services are defined, documented, and managed within SLAs, OLAs and contracts.
- Develop and manage appropriate Operational Level Agreements (OLAs), in coordination with DIST stakeholders and managed service partners, to ensure that OLA targets are aligned with SLA targets.
- Review and remain current on all underpinning supplier contracts and agreements with Vendor Management to ensure that targets are aligned with SLA targets.
- Monitor and measure service performance achievements of all aspects of availability, reliability and maintainability of all operational ICT and business services and the supporting components against targets within the related SLAs.
- Produce service reports and review of all SLA breaches and weaknesses.
- Instigate and coordinate Service Improvement Plans (SIP) for the management, planning, and implementation of all service and process improvements. Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so.
- Make available and maintain up-to-date Service Level Management document templates and standards.
- Produce an Availability Plan that enables provision and proactive improvement of ICT services in line with availability targets defined in Service Level Agreements (SLAs).
- Establish and maintain measures, metrics, and reporting of ICT and business service availability, reliability, and maintainability that reflect the business, user, and ICT support perspectives.
- Monitor and develop trend analysis of the availability, reliability, and maintainability of ICT service components. Review ICT service and component availability and identifying unacceptable levels.
- Determine the impact arising from IT service or component failure in conjunction with relevant teams and, where appropriate, review the availability design criteria to provide additional resilience to prevent or minimize impact to the business.
- Ensure that all events and incidents causing unavailability of ICT services and components are investigated, with remedial actions being implemented.
- Determine, in coordination with Business Relationship Officers, the availability requirements from the business for a new or enhanced IT service and formulating the availability and recovery design criteria for the supporting IT components.
- Assess the impact of all changes on the Availability Plan and the performance and capacity of all operational ICT services and resources.
- Provide advice and guidance to the business and DIST teams on all availability-related issues through Business Relationship Officers.
- Maintain appropriate communication channels with business, service providers and other relevant DIST staff.
- Undertake other tasks or assignments within his/her area of competence as required.

Authority (decisions made in executing responsibilities and to achieve results)
- Oversee the compliance of internal and external teams, especially the managed service providers or software development partners, with UNHCR¿s service level management, availability and performance policies, processes, and tools.
- Escalate issues to supervisor if incidents / problems cannot be resolved within the scope of responsibility.
- Take day-to-day operational decisions.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Undergraduate degree (equivalent of a BA/BS) in ICT or relevant subject plus minimum 6 years of experience in information technology of which 4 should be in managing service performance, availability, and service level management to support ICT operations. Graduate degree (equivalent of a Master¿s) plus 5 years or Doctorate degree (equivalent of a PhD) plus 4 years of previous relevant work experience may also be accepted.
- Experience working with outsourced providers in delivering services based on service level agreements.
- In-depth knowledge of and thorough understanding of how SLAs are developed, formulated, calculated and reported.
- Proven track record implementing and managing ITIL processes.
- Experience resolving problems, responding to and completing audit recommendations and actions.
- Experience with Microsoft technologies (Windows, Office, Skype for Business, System Centre, etc.).
- Fluency in written and spoken English.

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Knowledge of systems and processes within the United Nations.
- Experience with IT service management tools (LANDesk, Service Now, BMC Remedy, etc.).
- Formal training in ITIL and/or Project Management.
- Working knowledge of any other UN language. C001L3 - Accountability Level 3
C002L3 - Teamwork & Collaboration Level 3
C003L3 - Communication Level 3
C004L3 - Commitment to Continuous Learning Level 3
C005L3 - Client & Result Orientation Level 3
C006L3 - Organizational Awareness Level 3
M001L3 - Empowering and Building Trust Level 3
M006L3 - Managing Resources Level 3
M003L3 - Judgement and Decision Making Level 3
M002L3 - Managing Performance Level 3
X001L3 - Analytical Thinking Level 3
X004L3 - Negotiation and Conflict Resolution Level 3
X005L3 - Planning and Organizing Level 3

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For those people applying for High Risk Duty Stations, we strongly encourage them – before deciding to apply- to read the country specific security and welfare country profiles which can be found on the Intranet under Support Services - Duty of Care (https://intranet.unhcr.org/en/support-services/duty-of-care.html). Ensuring staff are better informed is part of the increased attention UNHCR is paying to Duty of Care.

 

Staff after having applied to High Risk Duty Stations will have access to country specific information webinars with Field Safety Section (FSS) and Staff Welfare Section (SWS) colleagues and provided with a tool to test their psychological preparedness for serving in High Risk Duty Stations. Applicants who applied for a position in a High Risk country will receive, after the deadline for applications has expired, a joint invitation from the Staff Welfare Section (SWS) and the Field Safety Section (FSS) to participate in these webinars. During the Webinars, latest updates on security and well-being will be provided, and FSS and SWS will address questions raised by participants. Applicants are highly encouraged to benefit, when applicable, from all measures as they provide most up-to-date security and well-being information helpful to assess staff’s readiness to serve in a High Risk Duty Station. A Staff Welfare Officer will also be available, if and when required, to discuss with interested applicants the results of the psychological preparedness tool as well as readiness for assignment in High Risk Duty Stations.

 

Please note that the closing date for all vacancies in this addendum is Tuesday 25 June 2019 (midnight Geneva time).