C003375 Principal Technician (Incident Resolution) (NS) - WED 14 Feb

Deadline Date:  Wednesday 14 February 2024

Requirement: Principal Technician (Incident Resolution)

Location: Brussels, BE 

Full time on-site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1200

Required Start Date: 21 March 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Section Head, the incumbent will perform duties such as the following:

Innovation:

• Lead the management of innovation initiatives and sourcing opportunities, cultivating an environment that embraces forward-thinking approaches.

• Implement creative practices supporting agile work dynamics, collaborating with both internal and external stakeholders.

• Ensure coherence within ESOC with the established governance and strategies concerning innovation and sourcing.

• Infuse inventive strategies throughout business units, seamlessly connecting strategic execution with forward-looking innovations.

Continual Improvement:

• Drive service improvements by utilizing metrics to define key performance indicators and support critical success factors in managing service delivery.

• Monitor progress in processes and technology, guiding teams for the smooth integration of new methods.

• Introduce enhancements through the operational application of automation and innovation approaches.

Risk Management:

• Maintain comprehensive documentation of risks, threats, vulnerabilities, and mitigation actions.

• Actively support risk management activities within specific functions, technical areas, or projects.

• Identify, assess, and coordinate mitigation strategies for risks, involving specialists and domain experts as needed.

Project Management:

• Actively participate in the support planning phases of projects and collaborate with stakeholders to define the project support model development.

• Prepare and maintain acceptance criteria for projects transitioning to Service Operations.

• Monitor project transition and coordinate corrective actions when required ensuring stakeholder engagement is managed appropriately.

- Deputise for higher-grade staff, if required

- Perform other duties as may be required.

Travel:

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices;

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

Specific Working Conditions: Working Environment: Working underground and/or secured areas. Working hours based on a shift pattern might be required

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• At least 3 years practical experience in implementation of ITIL Service Operations processes, preferably in an Operations Centre environment;
• At least 3-year experience of working in a large and matrixed corporate environment;
• Experience in analyses and reviews of business processes; in order to identify alternative solutions to exploit new technologies and automation;
• Experience assessing feasibility of business process changes, and recommending new approaches - and manage execution of business process improvements;
• Good knowledge and experience of Telecommunications / Network / Information Technology solutions and products;

Desirable Experience and Education:

• PRINCE2 Foundation or equivalent
• ITIL V3 or 4 Foundation or equivalent
• ITIL CSI or Six Sigma Green belt or equivalent
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Language Proficiency:

• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

NOTE: Most of the work of the NCI Agency is conducted in the English language.

Competencies or Personal Attributes:

• Deciding and initiating actions: Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
• Relating and Networking: Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
• Creating and Innovating: Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems
• Entrepreneurial and commercial thinking: Keeps up to date with competitor information and market trends; identifies business opportunities for the organisation.