Job Opening

Posting Title: Head, Core Services & Infrastructure Management Unit, ICT, P4 [Cancelled]
Department/Office: International Civil Aviation Organization
Duty Station: MONTREAL
Posting Period: 19 June 2022 - 20 July 2022
Job Opening Number: 22-Information Management Systems-ICAO-184344-R-Montreal (R)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Sorry, this job opening is no longer available.

Org. Setting and Reporting

The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security and environmental protection. To that effect, ICAO is a knowledge-based organization engaged in the development of intellectual property.

The Bureau of Administration and Services (ADB) plays a lead role in the effective and efficient administrative management of the Organization by ensuring the provision of high-quality physical and human resources, by applying the highest standards of work ethics and conduct, as well as by using results based management skills and tools to support the Organization in implementing its Strategic Objectives to serve all stakeholders of the world aviation community.

The Information and Administrative Services (IAS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Deputy Director, IAS (DD/IAS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The Information and Communication Technology Section (ICT), under the management of the Chief, ICT Section (C/ICT), reports directly to the DD/IAS and is a service provider, which plans, acquires or develops and manages the organization’s enterprise applications and systems. Key activities of the Section include the establishment of core infrastructure and network services; software development and support for enterprise applications; Enterprise Architecture and Project Management; Enterprise Resource Planning (ERP) system support, Web management as well as Regional Offices (RO) support.

Under the supervision of C/ICT, the incumbent leads and manages Core Services and Infrastructure Management (CSIM)Unit, which oversees the following:

• The core infrastructure services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) as well as the operations, implementation and management of the Network Infrastructure.

• Office automation and Service Operations, oversight of the Help desk, as well as the management of application services like Email, Office Applications, first level user support, service management and, IT asset acquisition and management including their maintenance and inventory.

• Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.

• Technical supervision of RO IT staff.

The Head, CSIM is accountable for the creation, implementation and oversight of strategies and projects designed to ensure robust, stable and resilient core infrastructure services for the organization. In addition to leading technical officers in the area of Network Security operations, Information Technology Infrastructure Library (ITIL) – based Service Operations and System Administration, the incumbent also oversees ICT services to Resident Delegations as well as telephony and conference support.

S/He is also responsible for ensuring confidentiality and for providing assistance, access to the requested systems and access to the requested data during the audits, investigations and incident response to the information security team.


Function 1: Governance and Oversight of Core ICT Infrastructure (incl. Expected results)
Collaboratively engages with management, other ICT functions and Bureau representatives to ensure a globally standardized approach and governance structure to the management of core infrastructure for ICT Services, achieving results such as:

• Ensure that Information Technology Infrastructure Library (ITIL) - based Service Management and other Infrastructure best-practice considerations and related risks are adequately represented on relevant Bureau and governance forums and that they are known, well-integrated and addressed across the organization.
• Actively contribute as lead ICT Infrastructure Architect to ICT Management Committee (IMC) deliberations on the governance of ICT projects.
• Liaise with the Enterprise Architecture teams across the organization to provide input on relevant ICT components, infrastructure landscape and other core infrastructure artefacts for the purpose of planning, monitoring and improving the organization’s Enterprise Architecture.
• Provide clear and timely advice to executive management on infrastructure requirements and considerations for ICT Services.
• Ensure that relevant and appropriate information on infrastructure and related services is provided to third-party suppliers in accordance with established internal frameworks and ensure compliance with required controls.
• Lead the development and maintenance of a policy set for Infrastructure-related Services, including standards and processes that fit the organization at all levels. Seek and confirm management approval, as required.
• Lead the development and maintenance of ITIL-compliant operating procedures for infrastructure services.
• Ensure an organization-wide implementation of policies for infrastructure services, reflecting varying Bureaus’ needs where necessary.
• Manage the process to administer policy exceptions for Infrastructure-related Services, ensuring that they are subject to appropriate controls, both before and after approval.

Function 2: Operations of Infrastructure Services (incl. Expected results)
Leads and oversees the definition, implementation and monitoring of a fit-for-purpose, robust and resilient core infrastructure including Server and Workstation deployment and management as well as Network and Network Security operations, achieving results such as:

• Oversee the definition and maintenance of infrastructure architectures at various levels – addressing the functional and security characteristics of ICAO IT platforms solutions.
• Lead initiatives to specify, procure and implement systems that provide networking, computing and storage platforms and solutions, including but not limited to:
• Networking backbone, Internet access, wireless network, VPN, ROs connections
• Basic network services such as: AD, DNS, DHCP , Dot1x
• Servers, servers operating system, virtualisation, clustering
• Storage system, virtual libraries
• Backup/Restore, Archiving solution
• Disaster recovery facilities
• Infrastructure monitoring and system management tools
• Lead the development of detailed designs and specifications, procure and implement security solutions to provide secure and efficient connection between all components of the infrastructure and the users, including but not limited to:
• Firewalls;
• Security Appliances: load balancing, proxy, sign on control
• End-point threats protections;
• Intrusion Detection and Prevention
• Manage the day-to-day operation and maintenance activities of the entire infrastructure including:
• Applying software and firmware updates
• Responding to security and operational notifications from the monitoring systems.
• Oversee the planning and designing of new core infrastructure services to meet users’ requirements.
• Provide operational reports on a regular basis to management on the availability and security status of the infrastructure.

Function 3: Office Automation, Service Desk and ITIL-based ICT Service management throughout ICAO
Collaboratively engages with other ICT functions and Bureau representatives to facilitate and deliver Office Automation tools and processes as well as supervises the Service Manager’s role of ensuring that ICT services follow agreed ITIL-standards throughout their life cycles, achieving results such as:

• Supervise the Service Manager and have overall accountability for Service Desk operations.
• Oversee the maintenance of a Service Catalogue and Service Level Agreements (SLA) for all IT services delivered by the Unit.
• Manage and enforce the process to review service delivery performance on a regular basis to assess compliance to SLAs and adjust as necessary.
• Lead the delivery and operation of ancillary Office support solutions such as Email and core service applications like Relational Database Management Systems (RDBMS).
• Lead the processes for the acquisition and deployment of Office automation software.
• Oversee the development and maintenance of standard corporate workstation images to be deployed on ICAO PCs including network and security policies to support the integrity of the organization’s data and infrastructure.
• Oversee the development and maintenance of an ITIL-compliant software solution to record and track IT requests and assets.
• Oversee the process to ensure and maintain an accurate inventory of all IT assets, hardware and software.
• Provide operational reports to management on the availability and security posture of the core IT services.

Function 4: Unified Communication, Meeting Support and Delegations Services (incl. Expected results)
Leads and oversees the establishment, control and operations management of services related to IP Telephony and Unified Communication as well as ICT Services to support ICAO Meetings and Resident Delegations, achieving results such as:

• Develop detailed designs and specifications, procure and implement solutions to provide secure and efficient core services for all users including:
• Electronic mail
• Unified Communication
• Telephony
• Network file and print
• Web/video conferencing, collaboration and Smart Room utilization
• Video Conferencing
• Conference Centre support
• Oversee the process to manage Cellular telephone services for authorised users.
• Liaise with other Sections across the Organization as well as designated staff of Resident Delegations, coordinating the delivery, management and maintenance of core services such as Network connectivity, Internet access and Telephony to Resident Delegations.

Function 5: Database and Data Management Services (incl. Expected results)
Provides Database and Data-related services to ICT projects, business processes and users across the Organization, ensuring a consistent and standardized approach to Data Management, helping organizational units to regularly review and optimize its approach to data management, achieving results such as:

• Oversee the initiation, planning and specification of aspects of the organizational business strategy to drive best practice data management including Meta-Data Strategy and Master Data Management Strategy.
• Lead the implementation of Data Management and Data Governance framework and processes for the Organization.
• Lead and manage data architects and database administrators responsible for Organizational Data Architecture Analysis & Design.
• Supervise the management and maintenance of the Enterprise Data Management (EDM) environment including its data warehouse.
• Liaise with ICT Project Owners and Sponsors across the Organization to provide input on relevant ICT Business Analysis and Process Optimization framework, approach, principles and policies for the purpose of planning, monitoring, improving the Organization’s approach to Business Analysis for ICT Services.
• Establish a framework for providing Data as a Service for use across ICAO.
• Provide management and technical oversight for databases and the Organization’s RDBMS platforms.
• Lead the ongoing organizational effort to consolidate data within the context of an Enterprise Data Management (EDM) project and provide the necessary groundwork for the establishment of a Data Governance Framework for ICAO.

Function 6 (incl. Expected results)
Performs other related duties, as assigned.


Professionalism: Extensive knowledge of information technology management, particularly in Infrastructure Architecture, Service Operations, Server and Workstation Operating Systems, Storage Area Networks (SAN), Network and Application Firewalls and Security systems and business analysis as well as IT stakeholder customer relationship management. Extensive knowledge of project management methodologies, as well as professional qualification in PRINCE 2 or PMBOK. 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.

Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

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.

Technological Awareness: Keeps abreast of available technology; understands applicability and limitations of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

Managing Performance: Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.


• A first-level university degree, preferably in Information Technology or in a related field, including advanced training in information technology with a focus on Service management.
• PRINCE 2 Practitioner or PMP certification.

• CISSP or CISM Certification.
• ITIL certification, Control Objectives for Information and Related Technologies (COBIT) certification.

Work Experience

• A minimum of ten years of relevant, professional experience in the field of Infrastructure Operations and ICT Service Management is required.

• Experience in the operation of IT services in an ITIL environment is required.

• Professional experience with Microsoft technology: Windows, Exchange, SharePoint, Active Directory, IIS.

• Experience in managing several projects concurrently, empowering and supporting project team members is desirable.

• Professional experience with electronic workflows is desirable.

• Experience working with application service providers and hosted solutions is desirable.

• Proven experience in implementing cross-functional projects and data-centre management is desirable.


• Fluent reading, writing and speaking abilities in English.

• A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, or Spanish).


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

Special Notice

The ICAO Assembly recently reaffirmed its commitment to enhancing gender equality and the advancement of women by supporting UN Sustainable Development Goal 5 “Achieve gender equality and empower all women and girls.”
Female candidates are strongly encouraged to apply for ICAO positions, especially in the Professional and higher level categories.

It should be noted that this post is to be filled on a fixed-term basis for an initial period of three years (first year is probationary for an external candidate).

ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization within the duty station.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. The Standards of Conduct for the International Civil Service adopted by ICAO, which are applicable to all staff members, are defined in the ICAO Service Code (Staff Regulations).

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

Remuneration: Level P-4 Rate Net Base Salary per annum + Post Adjustment (net) per annum(*)
USD $75,602 USD $35,759
(*) Post Adjustment is subject to change.

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.

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