Org. Setting and Reporting

The ICAO Middle East Regional Office (MID) is primarily responsible for maintaining continuous liaison with the States to which it is accredited and with appropriate organizations, regional civil aviation bodies and sub-regional bodies and United Nations (UN) Agencies and programmes. MID ensures interregional coordination and promotes the timely and harmonized implementation of ICAO policies, decisions, Standards and Recommended Practices (SARPs) and air navigation plans. The Regional Office also provides technical guidance and assists States with implementation. Under the guidance and direct supervision of the Administrative Officer, the System Administrator – Network and Security, is primarily responsible for the effective and secured provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Responsibilities

Function 1 (incl. Expected results) Manages systems to provide the users with required access. Troubleshoots systems to resolve service operation problems and outages. Designs, implements, monitors and optimizes systems to improve security and availability. Reports on service performance, achieving results such as: • Provide highly available and secure core IT services and Infrastructure, including but not limited to network connectivity, firewalls, servers, Electronic Mail, Telephony. • Protect core services and Infrastructure from abuses and viruses. • Protect core services with appropriate permissions assignment, backup and archiving solutions. • Provide highly available services and Infrastructure allowing users in the Organization to communicate internally and externally in a secure and confidential manner. • Report on the availability, performance and security posture of the core services and Infrastructure. • helps in the development and support of applications used locally in the Regional Office such as the Enterprise Document and Records Management System (EDRMS), Resource Planning System (Agresso), SharePoint and CRM systems. Function 2 (incl. Expected results) Contributes to the design and implementation of new Infrastructure, services and solutions to provide new functionalities. Validates the integration of new solutions into the existing environment. Researches configuration information. Assists in the preparation or Terms of Reference and Technical Specifications for the acquisition of new solutions, achieving results such as: • Improve security and functionality of the current services offered. • enable continuing innovation within the infrastructure • ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff and Partners in a secure manner. • Prepare and maintain accurate procurement documentation. Function 3 (incl. Expected results) Maintains complete documentation of existing Infrastructure, network, services and systems. Develops documentation format and content for the users on how to access features of the services. Documents the implementation processes, including configuration options. Develops and maintains documentation on system recovery procedures. Contributes to the regular update of the Service Level Agreement (SLA) describing the nature and conditions for the delivery of IT services. Maintains a record of system incidents and appropriate solution in an ITIL compliant system, achieving results such as: • Write documentation allowing a quick recovery from various system failure. • Write architecture documentation for technical team to allow fast recovery from system failure. • Develop knowledge base documentation to be used to quickly recover from system problems. • Develop a full documentation of operational procedure for the activation, interruption and testing of IT infrastructure and services for the DRS. • Document current SLA that accurately describes how IT Services are delivered. Function 4 (incl. Expected results) Works in collaboration with the Service Desk team to provide advanced technical support for the resolution of more complex incidents or for incidents with a more significant business impact. Further investigates the incidents to establish the root cause(s). Identifies workarounds or permanent solutions. Communicates with the users to implement the incident resolution. Records incident handling and resolution in the ITIL compliant IT management system for future reference, achieving results such as: • Quickly resolve more serious IT incident. • Maintain compliance to SLA. • Maintain access to IT services for all users. • Improve the efficiency of ServiceDesk technicians by providing knowledge transfer. Function 5 (incl. Expected results) Provides subject matter expertise and advice for assigned technology infrastructure, services and systems. Evaluates proposals for services, equipment and software for purchase. Recommends new configurations, provides training or coordinates the vendor’s training for users. Develops cost estimates and makes recommendations for the provision of new systems and upgrades to existing systems, achieving results such as: • Document Terms of Reference for the acquisition of IT systems and services. • Evaluate supplier’s proposal for the provision of IT Systems and services. • Participate in the analysis of infrastructure and security trends and facilitate knowledge sharing. Function 6 (incl. Expected results) Performs other related duties, as assigned.

Competencies

Professionalism: 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. Planning and Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently. 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. Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having two-way communication; tailors language, tone, style, and format to match the audience; demonstrates openness in sharing information and keeping people informed. Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.

Education

Essential • A High school diploma or equivalent is required. • A Diploma or certificate in Information Technology, Network Communication, IT security, or a related field is required. Desirable • A first level university degree in Information Technology, IT security, computer science or network engineering or a related ITIL foundation certification, Control Objectives for Information and Related Technologies (COBIT) foundation certification. • Recognized IT Security certification related to service operations and administration, i.e., CSSP, SSCP, CASP or other certification. • PRINCE 2 foundation certification.

Job – Specific Qualification

Not available.

Work Experience

• A minimum of 7 years of experience in IT services or infrastructure management, including electronic mail, IP Telephony and Unified Communication is required. • Experience in IT operations and IT Service Management (ITIL), Security Monitoring and IT Security Incident Management is desirable.

Languages

Essential Fluent reading, writing and speaking abilities in English and Arabic. Desirable A working knowledge of any other language of the Organization (French, Chinese, Russian, or Spanish).

Assessment

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

Special Notice

It should be noted that this post is to be filled on a fixed-term basis for an initial period of three years. ELIGIBILITY Please note that this post is restricted to internal candidates. Also note that this is a locally-recruited post and restricted to Egyptians and Permanent Residents of Egypt.

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.