United Nations recruiting IT Manager
06 November 2015
The United Nations provides a wide range of ICT infrastructure and programmes throughout the world, supporting mission-critical operations. The Global ICT environment includes proprietary systems and architecture, central data centres, enterprises systems, and security measures.
In order to expand its technical staff, the UN is recruiting an ICT Manager to provide problem management, troubleshooting, crisis management and strategic ICT services.
Under the coordination of the United Nations Senior Programme Manager, the Problem Manager is responsible for managing the activities required to diagnose the root cause of incidents identified through the Incident Management process and to determine the resolution to those problems.
Manage the activities required to diagnose the root cause of incidents identified through the Incident Management process, and determine the resolution to those problems ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.
Consolidate information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time.
Ensure that incidents and problems are diagnosed, logged and escalated to appropriate and consistent quality standards; coordinate with the Service Desk, IT staff and customers to ensure accurate and appropriate communications during problems.
Call and chair after-the-fact review meetings following Major Incidents; issue a written Post Facto report to ICT management; ensure Post Facto remedial actions are completed in a timely manner.
Produce Trend Analysis of recurring Problems/Incidents including extracting trends based on Incident type, Customer type, key problem areas, department, etc. Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions or escalate to higher management; produce Escalation Reports on recurring issues and issues not being resolved. Evaluate existing Incident and Problem Management procedures, review their maturity, and provide updates as a part of the continuous service improvement process.
Deliver and manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customers' needs; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings; review SLA performance; take part in new projects and represent the Service Centre viewpoint and input.
Impact of Results:
The results of the work of the Problem Manager impact directly on delivery of services that satisfy the requirements of the Data Centre Consolidation Programme as well as the performance of these services implemented in the OICT field missions and headquarters. It will also ensure proper processes and methodologies are followed and implemented according to the latest of the industry standards. The incumbent is responsible for ensuring activities for all global locations are in line with the overall business targets and UN policies, rules and regulations.
Contract duration: 1 Year
Submission Deadline: 10 November 2015
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