INFORMATION SYSTEMS OFFICER

Organizational Context

The United Nations Office at Nairobi (UNON) serves as the UN headquarters in Africa, supporting key UN programs like UNEP and UN-Habitat. Located within the Information and Communications Technology Service (ICTS) at UNON, this role provides administrative, security, conference, and information services. The Information Systems Officer will offer advanced operational oversight, coordination, and technical leadership for infrastructure operations.

Job Purpose

The Information Systems Officer is responsible for supporting the delivery, stability, and continuous improvement of enterprise ICT infrastructure services at UNON. This role plays a crucial operational and coordination function within the Infrastructure Management Section (IMS), focusing on Network Operations Centre (NOC) functions, infrastructure observability, automation, and cloud operations. The incumbent will provide advanced technical support for the operation, monitoring, and optimization of multi-tenant, hybrid ICT infrastructure environments. Key duties include managing NOC operations, incident resolution, implementing ITIL practices, acting as Major Incident Manager, supporting business continuity, managing observability platforms, leading automation initiatives, and overseeing cloud operations to ensure performance, reliability, and cost efficiency for UNON and its client entities.

Responsibilities

Oversee and coordinate daily Network Operations Centre (NOC) activities to ensure ICT infrastructure service availability. Manage effective monitoring, incident detection, escalation, and resolution for network, datacentre, and unified communications services in a multi-tenant environment. Develop and implement operational procedures for incident management, aligning with ITIL practices. Act as Major Incident Manager during critical outages, coordinating technical teams and communications. Support business continuity and disaster recovery planning and testing. Manage and maintain enterprise observability platforms and monitoring tools across on-premises and cloud environments, ensuring data accuracy and relevance. Define monitoring standards, alert thresholds, and operational runbooks. Lead the deployment and operation of open-source platforms for monitoring, automation, and asset management. Manage hybrid and public cloud infrastructure services, focusing on performance, reliability, and cost efficiency. Design and implement infrastructure automation and Infrastructure as Code (IaC) practices. Participate in recruitment, supervision, and training of NOC personnel. Ensure operational procedures, standards, and documentation are maintained and aligned with UN guidelines. Contribute to infrastructure modernization, observability enhancement, cloud migration, and automation initiatives, including requirements analysis, design, implementation, and handover. Develop and maintain operational documentation and knowledge base materials. Coordinate with stakeholders to ensure service delivery meets business needs and support continuous service improvement initiatives.

Work Experience

A minimum of five years of progressive experience in ICT and network operations is required. Three years of experience in a supervisory, team lead, or operational management role is necessary. Proven experience in NOC operations, monitoring platforms, cloud operations, and incident management is essential. Experience supporting large-scale events, with CMDB, and Business Continuity Planning is desirable. Exposure to infrastructure automation/scripting tools and open-source technologies is also desirable.

Skills

Technical expertise in enterprise networking, wireless systems, cloud platforms, and infrastructure operations. Strong judgment and initiative in resolving complex ICT issues. Proficiency in planning, organizing, and managing time effectively. Technological awareness and ability to apply technology to tasks. Client orientation and ability to build productive partnerships. Calmness and decisiveness during high-pressure situations and major incidents.

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