Org. Setting and Reporting

The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the Director-General of UNON is the representative of the Secretary-General in Kenya. UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat) and the Resident Coordination System (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). The post is located within the Infrastructure Management Section (IMS) of the Information and Communications Technology Service (ICTS) under the Division of Administrative Services at the Nairobi duty station. Under the general supervision of the Chief, Infrastructure Management Section (IMS), and the direct supervision of the Network Operations Centre (NOC) Supervisor, the incumbent will work in close coordination with the Network Communications Unit (NCU) and the Server Storage and Datacenter Unit (SDCU).

Responsibilities

Within delegated authority, the incumbent will be responsible for the continuous monitoring and first-line operational support of the UNON/ICTS infrastructure, including enterprise and service-provider networks, as well as ICTS-owned data centers (PTC and STC) and their hosted systems. Specifically, the Information Systems Assistant will be responsible for the following duties:

Infrastructure Monitoring and Event Detection

• Performs continuous real-time monitoring of UNON ICT infrastructure using centralized monitoring platforms.
• Monitors network, systems, data center, and connectivity environments to ensure service availability, performance, and reliability.
• Monitors supporting infrastructure, including environmental systems such as power, cooling, and associated alerts.
• Identifies anomalies, threshold breaches, and abnormal conditions affecting ICT services and initiates appropriate response actions in accordance with established procedures.

Incident Response and Escalation

• Detects, logs, classifies, and prioritizes incidents and events in line with established operational procedures.
• Performs initial diagnostics, fault isolation, and first-line resolution of issues affecting ICT services and infrastructure.
• Escalates incidents to relevant technical teams, service providers, or vendors based on defined escalation processes.
• Tracks and follows up on incidents through to resolution to ensure timely restoration of services.
• Supports major incident response activities by maintaining accurate updates, logs, and communication records.

Operational and Service Support

• Provides first-line operational support for ICT services, including network, infrastructure, and connectivity services.
• Performs IT Infrastructure service desk related functions outside normal working hours, including incident and request logging, user communication, and status updates.
• Monitors and supports service performance across enterprise ICT environments, including wireless and remote access services.
• Monitors operational security-related events and reports abnormal activities or potential risks in accordance with established procedures.
• Supports ICT operations during high-demand periods, critical activities, or major events as required.

Documentation, Reporting and Continuous Improvement

• Maintains accurate operational records, including incident logs, monitoring outputs, and shift handover reports.
• Updates and maintains operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base materials.
• Produces routine and ad-hoc reports on service availability, incidents, and operational performance.
• Identifies recurring issues and trends and escalates them for further analysis and service improvement.
• Participates in operational reviews, testing, drills, and continuous improvement initiatives.
• Adapts to evolving technologies, tools, operational processes, and service delivery models in support of ICTS infrastructure and operations.
• Supports new systems, platforms, and initiatives introduced within the ICT environment, including those related to automation, cloud services, and emerging technologies, as required.
• Performs other related duties as required.

Competencies

PROFESSIONALISM: Knowledge of information technology and applications, including computer networks, infrastructure monitoring, and data centre operations. Ability to perform real-time monitoring, basic diagnostics, and first-line support for network and infrastructure services in a 24x7 operational environment. 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

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.

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.

Education

High school diploma or equivalent is required. Formal technical training in ICT, networking, systems, or data center operations is desirable.

Job - Specific Qualification

ITIL Foundation certification is required. Networking certifications (CCNA or equivalent) is required.

Work Experience

A minimum of five (5) years of progressively responsible experience in ICT operations, network support, Network Operations Center (NOC), service desk, or data center operations is required. The minimum years of relevant experience is reduced by two (2) years for candidates with a first-level University degree. Experience in monitoring, incident management, and operational support of ICT infrastructure and services is required. Experience working in ITIL-based operational environments is desirable. Experience working in a 24x7 operational environment is desirable. Knowledge of ICT infrastructure environments, including networks, systems, and data center operations is desirable. Familiarity with monitoring, observability, or operational support tools is desirable. Basic knowledge of scripting, automation, or system administration is desirable. Work experience of one (1) year or more in data analytics or related area is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For this job opening, English is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).

• Performs continuous real-time monitoring of UNON ICT infrastructure using centralized monitoring platforms.
• Monitors network, systems, data center, and connectivity environments to ensure service availability, performance, and reliability.
• Monitors supporting infrastructure, including environmental systems such as power, cooling, and associated alerts.
• Identifies anomalies, threshold breaches, and abnormal conditions affecting ICT services and initiates appropriate response actions in accordance with established procedures.
• Detects, logs, classifies, and prioritizes incidents and events in line with established operational procedures.
• Performs initial diagnostics, fault isolation, and first-line resolution of issues affecting ICT services and infrastructure.
• Escalates incidents to relevant technical teams, service providers, or vendors based on defined escalation processes.
• Tracks and follows up on incidents through to resolution to ensure timely restoration of services.
• Supports major incident response activities by maintaining accurate updates, logs, and communication records.
• Provides first-line operational support for ICT services, including network, infrastructure, and connectivity services.
• Performs IT Infrastructure service desk related functions outside normal working hours, including incident and request logging, user communication, and status updates.
• Monitors and supports service performance across enterprise ICT environments, including wireless and remote access services.
• Monitors operational security-related events and reports abnormal activities or potential risks in accordance with established procedures.
• Supports ICT operations during high-demand periods, critical activities, or major events as required.
• Maintains accurate operational records, including incident logs, monitoring outputs, and shift handover reports.
• Updates and maintains operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base materials.
• Produces routine and ad-hoc reports on service availability, incidents, and operational performance.
• Identifies recurring issues and trends and escalates them for further analysis and service improvement.
• Participates in operational reviews, testing, drills, and continuous improvement initiatives.
• Adapts to evolving technologies, tools, operational processes, and service delivery models in support of ICTS infrastructure and operations.
• Supports new systems, platforms, and initiatives introduced within the ICT environment, including those related to automation, cloud services, and emerging technologies, as required.
• Performs other related duties as required.

• Information technology and applications
• Computer networks
• Infrastructure monitoring
• Data centre operations
• Real-time monitoring
• Basic diagnostics
• First-line support for network and infrastructure services
• ITIL Foundation certification
• Networking certifications (CCNA or equivalent)

• High school diploma or equivalent is required.
• Formal technical training in ICT, networking, systems, or data center operations is desirable.
• ITIL Foundation certification is required.
• Networking certifications (CCNA or equivalent) is required.