Purpose of the Position:

The purpose of the position is to deliver 3rd level support, architectural expertise, strategic input and problem management for ICC.

Objectives of the Programme:

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Main duties and responsibilities:

Under the direction and supervision of the Head, Infrastructure and Platform Unit, the incumbent will:

Service Delivery

• Be the Subject Matter Expert for Enterprise Backup Administration services at Tier 3 level to ICC customers and in the ICC data centres
• Provide managed for Enterprise Backup Administration services at Tier 3 level in the ICC data centres
• Assist the Head, Infrastructure and Platform Unit in the design and architecture of services, ongoing service delivery and support, ensuring that the services meet agreed customer requirements, that the service is within the agreed budget and meets the defined SLAs
• In the absence of the Head, Infrastructure and Platform Unit act as Enterprise Backup Service Owner
• Create high-level and low-level documentation, implementation and customer service guides, operating level agreements (OLA), service level agreements (SLA) as well as standard operating procedures (SOP) for Tier 1 and 2; expand the knowledge base for handling support issues
• Under close supervision of the Head of Unit prepare and perform complex, high impact, and high risk changes
• Analyse, plan and execute changes to the design and architecture of the services
• Work closely with Cloud teams to develop code templates for the deployment of hybrid hosting with integrated public and on-premises services; conduct Cloud readiness assessment for migration of the customer’s applications to public Cloud, layout migration roadmap in alignment with business needs
• Participate in disaster recovery and business continuity plans, with adequate geographical distribution for client-hosted environments and conduct periodic physical infrastructure disaster recovery and redundancy tests, in liaison with business owners identify dependencies to improve service restoration time
• Perform Tier 3 “stand-by” services on a rotation basis during weekends, holidays and outside of normal working hours; assist in Major Incidents and security incidents where required
• Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2 support are completely documented in ITSM
• Act as a back–up or replacement for the Tier 2 Technical Support Engineers when required
• Contribute to the success of the team, prioritizing own work based on the needs of our customers and the business
• Be proactive, with a clear ability to think beyond boundaries, take controlled risks and assume responsibilities. Look to improve and add efficiency to current processes

Service Improvement

• Keep abreast of industry good practices, new trends and technologies and evaluate these for possible adoption or incorporation
• Under close supervision of the Head of Unit, lead the technical implementation of major upgrades, new services and other such projects, working with, and assigning tasks to, Tier 2 as required; interface directly with vendors and customers during Enterprise Backup Solution architectural design and requirements gathering, including on-site assessments and implementations
• Work on assigned problems to find and eliminate the root cause of issues that result in incidents
• Provide support training to Tier 1 and Tier 2 support and act as a mentor to less experienced engineers
• Work continuously to increase Tier 2 technical support knowledge by reviewing escalated cases on a regular basis
• Design and implement automation to enhance operational efficiency, resiliency and rapid provisioning of servers and software

Customer Focus

• Work with the business relationship team during pre-sales activities to understand and translate customer requirements, build technical architecture designs, produce written proposals and cost estimates
• Provide on-site post-sales support to Business Relationship Management (BRM) and customer, including periodic service reviews and meetings with customer technical and business focal points for performance reviews and continuous service improvement. Ensure consistent and appropriate communication with customers for service-related enquiries and issues

Other

• Contribute to a culture of continuous improvement and team building within the team
• Provide other ad-hoc support to other units as required – this includes the participation in special projects or support of service delivery for short periods of time on a part-time or full-time basis upon request from the senior management

Experience and Skills required:

Essential:

• Broad technical background and knowledge of IT services with a minimum of 7 years’ experience in managing ICT services, including at least 5 years’ experience in an operational support role and in interacting with customers in a 7/24 data centre environment
• A minimum of five or more years’ experience managing and configuring Enterprise Backup Solutions, including:
  • creating and implementing the enterprise wide policies, defining and maintaining standard operating procedures for backup and restore, integration with operating systems, storage and network appliances
  • identifying opportunities for automation and implementing these
  • Disaster Recovery planning and implementation
  • implementing good practices for IT operations and service management
  • implementing security measures
• Excellent understanding:
  • of backup infrastructure and the interaction with other infrastructure components such as virtualisation platforms, storage systems, computing systems, operating systems, network infrastructure and appliances
  • in delivering and optimizing services
• Hands-on experience of designing, transitioning and delivering backup  solution services
• Excellent skills in architecting cost effective backup solutions for physical and virtual servers, On-Premises and cloud IaaS, including benchmarking and performance analysis
• Deep and well-rounded skills in areas necessary to carry out the required functions, including:
  • troubleshooting, capacity planning, root cause analysis and experience in monitoring tools/frameworks (e.g. Nagios, ELK, Splunk, SCOM)
  • Excellent written and oral communications skills with ability to prepare and present technical documentation, business cases and project proposals and exercise influence without formal authority
  • Good conceptual thinking, analytical and problem solving skills
  • Ability to optimise across the shared on-premise infrastructure and retain a strong customer focus
  • Ability to work with a high degree of autonomy, handle changing priorities taking into consideration their related business impact
• Good understanding of
  • automating and transforming services
  • ISO 20000 and/or ITIL processes

Desirable:

• Work experience at the international level, especially working with or within organizations of the UN family
• Experience in
  • implementing changes to reduce costs or to optimise the value of a service, especially when the experience involves working with a customer
  • automating and orchestrating, scripting, source control tools, CI/CD tools, configuration management tools, and/or infrastructure as code products
  • working with storage and network equipment, system administration (Windows and Linux) and virtualisation platforms
• Good understanding of automation tools
• Understanding of software defined data centre

Education:

Essential:

• Bachelor of Science degree in Computer Science, Electrical engineering, mathematics, Telecommunications, or related field
• A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree

Desirable:

• Certifications in Security, Business continuity, ITIL, Prince 2, ISO 20000

Languages:

• Expert knowledge of English is required
• Beginner’s knowledge of Spanish is desirable

ICC Global Competencies:

• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Communicating in a credible and effective way: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Fostering integration and teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Brindisi: including post adjustment (23.9% on January 2019) – US$ 74,628
• Valencia: including post adjustment (25.3% on January 2019) – US$ 75,472

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 11 February 2020.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Applications from women are particularly encouraged for this vacancy