Duties:
Under the direction of the Section Head Operations & Lifecycle Management, but largely on own initiative, the incumbent will carry out duties such as the following:
Requirements definition and management
- Defines and manages scoping, requirements definition and prioritisation activities for initiatives of medium size and complexity.
- Contributes to selecting the requirements approach.
- Facilitates input from stakeholders, provides constructive challenge
and enables effective prioritisation of requirements. - Establishes requirements base-lines, obtains formal agreement to requirements, and ensures traceability to source.
- Systems development management
- Plans and drives systems development projects which support the
organisation’s objectives and plans. - Selects, adopts and adapts appropriate systems development methods, tools and techniques.
- Ensures that stakeholders are aware of required resources and that they are made available.
- Facilitates availability and optimum utilisation of resources.
- Monitors and reports on the progress of development projects.
- Ensures projects are carried out in accordance with agreed architectures, standards, methods and tools and addresses security and privacy requirements.
- Develops road maps to communicate future development activity.
- Systems integration and build
- Provides technical expertise to enable the configuration of system components and equipment for systems testing.
- Collaborates with technical teams to develop and agree system integration plans and report on progress.
- Defines complex/new integration builds.
- Ensures that integration test environments are correctly configured.
- Designs, performs and reports results of tests of the integration
build. - Identifies and documents system integration components for
recording in the configuration management system. - Recommends and implements improvements to processes and
tools.
Additional Duties
- Provide engineering and operations support to Workplace Services in the area of Managed Devices services throughout the services lifecycle and conduct coordination and communication between support and service provider;
- Serve as the highest level of technical escalation for complex issues related to managed client devices (Windows, macOS, iOS, etc.)
- Analyse and resolve complex hardware and software problems, collaborating with Level 1 and Level 2 support teams to provide timely resolutions;
- Investigate and troubleshoot advanced network connectivity, performance, and security-related issues affecting managed devices
- Collaborate closely with cross-functional teams, including infrastructure, security, and application teams, to ensure seamless integration and support of managed devices
- Conduct in-depth root cause analysis and identify trends to prevent recurring issues and minimize service disruptions;
- Performs implementation and maintenance of authorised software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security;
- Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure assigned services remain operational;
- Proactively implement monitoring policies and solutions to ensure the 24/7 functionality of the systems;
- Follow and implement industry best practices tailored with NATO-specific requirements in the day-to-day administration of the services;
Experience and Education:
- A minimum requirement of a Bachelor’s degree at a
nationally recognised/certified University in Engineering, IT
Communications, Computer Sciences, or related discipline with 2
years post-related experience in IT Systems Management. Or
exceptionally, the lack of a university degree may be compensated
by the demonstration of a candidate’s particular abilities or
experience that is/are of interest to NCIA, that is at least 6 years
extensive and progressive expertise related to the function of the
post; - Experience in identifying and assessing new and emerging
technologies and their adoption into larger systems; - Experience in developing technology roadmaps taking into
account emerging technology solutions; - Extensive knowledge and proven experience of managing
Windows Server and Windows client Operating Systems in large
distributed environment (more than 10 000 endpoints); - Extensive knowledge and proven experience in using
Microsoft Windows environment technologies (Active Directory,
DNS, DHCP, GPO, MECM (former SCCM));Experience in Cloud
Office Operation (Intune device management, O365 Admin
Management, Teams and Exchange online management) - Sound knowledge in user authentication methods (2FA,
AAA); - Extensive knowledge in security technologies and concepts (PKI, least privilege, data at rest, data in transit protection);
- Knowledge and experience related to design,
implementation, operation, maintenance, support, configuration
and administration of Windows clients in large distributed
environment; - Experience in coaching and supervising technical staff;
- Experience in planning and coordination upgrades, patches,
service interruptions with multiple teams including remote
locations; - Experience in drafting and maintaining system design
documentation.
Desirable Experience and Education: - Advanced/Graduate degree in a field related to the function
of the post and other professional certificates for the
products/technologies described; - Knowledge of Data Classification and information protection
technologies and products; - Knowledge in Trellix endpoint security, data loss prevention
and host firewall technologies and products; - Knowledge of Lansweeper Server;
- Experience and/or professional certification in the design,
implementation and administration of COTS Storage, or Client OS
(Windows, macOS, iOS/iPadOS); - Working knowledge of ITIL (Services Management (i.e. SLA
compliancy)). - Strong analytical and problem-solving skills, with the ability
to diagnose and resolve complex technical issues; - Excellent communication and interpersonal skills, with the
ability to interact effectively with technical and non-technical
stakeholders; - Proven track record in leading and collaborating with crossfunctional
teams to drive successful outcomes; - Prior experience of working in an international environment;
- Knowledge of NATO responsibilities and organization,
including Allied Command Operations, Allied Command
Transformation and NATO Agencies;