C003375 Principal Technician (Incident Resolution) (NS) - WED 14 Feb
EMW, Inc., Belgium
Job Description
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 amp; 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: E