Officer, Infrastructure Support (M365/O365)

Budapest

  • Organization: IFRC - International Federation of Red Cross and Red Crescent Societies
  • Location: Budapest
  • Grade: Junior level - National Staff - Junior Level
  • Occupational Groups:
    • Infrastructure and Urban-Rural development
  • Closing Date: 2025-11-10

Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-member National Societies (NSs). The overall aim of IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by NSs with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

The IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality.

The IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into four main Divisions: (i) National Society Development and Coordination, (ii) Humanitarian Diplomacy and Digitalization, (iii) Management and Accountability and (iv) People and Strategy.

The IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegations and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat.

The IFRC has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the Red Cross and Red Crescent Movement, including sexual exploitation and abuse, sexual harassment and other forms of harassment, abuse of authority, discrimination, and lack of integrity (including but not limited to financial misconduct). IFRC also adheres to strict child safeguarding principles.

Job Purpose

The position holder is a specialist in the administration and support of messaging system(s), M365, Office 365 and Teams unified communications systems 

To deliver a high quality IT business applications support services on messaging systems technologies, services and environments.  

To guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework. 

Develop operational procedures aligned with the support activities requirement, maintain them up to date and provide structured support recommendation to the various IFRC stakeholders and end users across regions. 

Job Duties and Responsibilities

  • Ensure service quality and security, while respecting operating methods defined within the ITD quality standards.
  • Manage the implementation, support and evolution of messaging and collaboration systems components and environments applying the standard operational procedures in force within the IT department.
  • Manage operational tools (monitoring and management) to ensure sustainability of messaging systems and services for the various IFRC business units and at end user level.
  • Maintain the operational knowledge base in the service management tool; record incident; provide quality resolution.
  • Establish and Update operational procedures to warranty messaging and collaboration systems and services availability in accordance with operational level agreements (OLA).
  • Support the IT project managers during project life cycles activities related to these systems and manage related projects if required.
  • Participate in all activates related to providing adequate and stable messaging and collaboration systems and services to all IFRC stakeholders distributed across 5 regions.
  • Identify, review and participate in the development of IT training solutions to deliver appropriate, cost effective trainings in IT topics for users while promoting on-line training opportunities.
  • Contribute actively to the overall satisfaction level of IFRC end users while develop and promote effective working relationship within the ITD, the wider IFRC and the RCRC movements including ICRC.
  • Manage personal knowledge and continuously update your skillset on various systems and applications used at IFRC.
  • Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
  • Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.
  • Operations support
  • Ensure the smooth operations (administration, patching, monitoring and optimization) of the ITD messaging systems and collaboration services within IFRC quality standards.
  • Warranty established operational level agreements for all messaging and collaboration systems, components and services in alignment with established operational procedures for IFRC worldwide.
  • Develop rigorous operational procedures upon requirement and provide the expected support quality level in operations.
  • Support the messaging and collaboration system environments within the ITIL framework during incidents, configuration, problems, troubleshooting and resolution phases.
  • Report on changes and events within the scope of support activities which could have and operational impact on the service availability.
  • Provide recommendations to the infrastructure support Team Leader to enable fast and effective diagnostic, allowing resolution activities prioritization.
  • Guarantee production systems availability while ensuring resolution time commitment (OLA/SLA) and high quality support services to the end users community.

Job Duties and Responsibilities (continued)

Duties applicable to all staff:

  • Install, implement, manage and maintain the ITD messaging environments across the IFRC Federation distributed across 5 regions. 
  • Make proposal for new tools or methods to improve solutions, applications and tasks undertaken by the business application support unit. 
  • Manage technologies to support information privacy, confidentiality, security, integrity and availability requirements. 
  • Follow and apply industry standards and best practices; implement external compliance requirements to ensure proper operations and standardization of operational environment. 
  • Be proactive in identifying and implementing opportunities to improve operation outcomes.  
  • Act as knowledge backup to other areas of expertise within the business application support team. 
  • Ensure a good collaboration with all the IT support team involved in operational support activities and more generally within the ITD. 

  • Work actively towards the achievement of the IFRC’s goals.  
  • Abide by and work in accordance with the Red Cross and Red Crescent principles. 
  • Perform any other work-related duties and responsibilities that may be assigned by the line manager. 

 

Education

Required:

  • Engineering degree, in computer sciences discipline or equivalent experience.
  • ITIL certification or equivalent experience and proven track record of ITIL usage in enterprise environment.

Preferred:

  • Certified as Microsoft Certified System Engineer or MSCE:Messaging. 

 

Experience

Required:

  • Minimum 5 years of professional experience in the IT disaster recovery area, with track record of DRP execution
  • Excellent knowledge and proven experience of messaging on premises servers and with cloud based messaging services (Office 365). 
  • Proven experience with Office 365 suite of products, particularly Skype for Business 

Knowledge, Skills and Languages

Required:

  • Excellent knowledge and proven experience with disaster recovery process handling.
  • Ability to identify IT system weaknesses and propose remediation to support business continuity plan.
  • Good knowledge of file sharing services best practices notably about security concept (OneDrive for Business) and secure file sharing (ooDrive)
  • Proven team player, ability to adjust in different cultures and languages
  • Affinity for team work, collaborative attitude, open-minded and adaptable
  • Well organized, able to work under pressure and manage emergencies
  • Good analytical skills to interprets problems, identifies solutions and possible side-effects.

 

Competencies, Values and Comments

Values: Respect for diversity; Integrity; Professionalism; Accountability 

Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust 

 

Comments: This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.

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