Location: Braine-l’Alleud, BE (Full time on-site; duty station transitions to Brussels in 2027, with travel to Mons up to twice a month and potential visits to other NATO facilities)
Duties & Roles:
Incident Management Execution: Oversee incident handling in accordance with standard procedures; prioritize, diagnose, investigate, and escalate incidents. Facilitate system recovery, document solutions, close resolved tickets, and contribute to procedure testing and optimization.
Problem Management: Initiate actions to investigate root causes within systems, processes, and services. Analyze trends, identify underlying defects, and coordinate permanent remedies and preventative measures.
Continuity & Security Controls: Develop and maintain business continuity and disaster recovery documentation, test plans, and continuity exercises. Conduct basic risk assessments for small systems, apply security controls, identify architecture risks, and support investigations of suspected attacks or breaches.
Stakeholder & Customer Service Management: Implement stakeholder engagement and communication plans, gather satisfaction metrics, monitor service delivery performance, and conduct technical briefings.
Skill, Knowledge & Experience:
Education & Professional Experience: Bachelor’s degree in a related discipline with at least 2 years of post-related experience; alternatively, at least 6 years of progressive expertise in comparable duties can compensate for the lack of a degree.
Operational Experience: Proven track record in CIS operations, analytical problem resolution, and coordinating engineering resolver groups to meet stringent SLA targets. Extensive experience supporting telecommunications and information systems in both static and deployed environments.
Customer Focus: Demonstrable background in demanding customer-facing roles, with strong adaptability and personal accountability.
Languages: Thorough knowledge (written and spoken) of one official NATO language (English being the primary working language), with knowledge of the other being desirable.
Security Clearance: An active and valid NATO Secret security clearance is mandatory.