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.
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.
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).
