About this job

Sapienza Consulting is recruiting Principal Technician ASI to join NATO-NCIA, at Mons, Belgium

Responsibilities

Under guidance of IT Operations Manager, incumbent will perform duties including following:

• Provides real time technical expertise in execution of ASI Operational process, follows all predefined instructions and preparatory work IAW NCI Agency Change Management Directives, OPSCEN SOP’s and SOI’s
• Offers technical guidance to develop the standardised framework for reporting of all ASI Changes to critical NATO IT systems and devices, supervises technical execution of these procedures with capability in detecting problems in a timely manner
• Supervises coordination of temporary interrupted Service/s to impacted customers, IAW Centralised Service Level Agreement (CSLA) to execute change or maintenance with potential impact to IT Services delivered by NCI Agency
• Manages lifecycle of ASI Records, providing technical support regarding ASI Tasks with Customers prior to approval and execution of change or maintenance. Ensures comprehensive Stakeholder involvement
• Provides technical support regarding deficiencies at every stage within ASI Record, collaborates with Customer Representatives and Change Coordinators regarding identification, assessment and planning to prevent potential impact to any IT Service delivered by NCI Agency
• Supervises efficiency and effectiveness of all activities within ASI Cell, including coordination of Problem tickets that could have direct impact to OPSCEN capabilities
• Provides technical support to active DCO regarding Emergency/High ASI’s, highlighting issues that could have a direct impact to Organisation
• Oversees all activities, ensures ASI’s are documented within NCI Agency Incident toolset ITSM, offers status updates to management as/when required
• Monitors and reports pertinent ASI’s at the daily/weekly briefs. Attends committees, internal and external meetings, conferences and working groups as directed
• Delegates duties with knowledge and foresight when focussing on value added tasks, ensuring context and boundaries are set to manage opportunities
• Manages formal technical training on Systems and Services for all ASI Cell members, in addition to informal and ad hoc training when situation requires
• Oversees development and delivery of On-the-Job Training (OJT), ensures all ASI Cell technical staff hold appropriate skills essential to perform their tasks at required level and keep departmental expertise in line with evolving technologies
• Portrays tact, motivational and listening skills, in addition, a sense of diplomacy to work harmoniously with team members and other colleagues
• Maintains excellent communication skills such as telephone manner, active listening and customer care skills, presenting a courteous and professional attitude at all times
• Promotes and encourages Civilian training requirements or commitments to all team members. Ensures sufficient notice and planning is obtained resulting in no impact to Network monitoring
• Undertakes activities IAW OPSCEN SOP’s, such as Time Accounting System (TAS) recording, planning of Leave, assigned Tasks and any outstanding projects, ensures they are actioned accordingly and in designated timescales
• Manages Continual Service Improvement (CSI) processes, including supervision of developing, reviewing and updating of section SOP’s and SOI’s, warranting they are adhered to and stored IAW OPSCEN IM Policy
• Actively reviews Performance Management objectives, builds up and maintains personal development plan ensuring regular monitoring to accomplish set goals. Performs other duties as required, or directed by IT Operations Manager, DCO’s/DDCO’s, NCC Head or Command and Control Group (CCG) personnel

Profile

• Required Security Clearance: NATO Secret
• Higher Secondary education and completed higher vocational training leading to formal technical or professional certification with related experience, or Secondary education and completed advanced vocational training leading to professional qualification or professional accreditation with 10 years post related experience
• Minimum 5 years recent experience in IT Service Management and practical experience in the execution of ITIL Service Operations and Transition processes
• Experience of adopting customer-focused approach in Control Centre environment and proficient in use of related toolsets (e.g. ITSM, Remedy)
• Achieved industry standard certifications, such as Cisco Certified Network Associate (CCNA) or COMPTIA Network+
• ITIL Foundation
• ITIL Service Operations
• ITIL Service Transition
• Desirable Experience and Education:
• Service Operations and Service Management skills and experience based on ITIL principles and following a customer/user focused approach and the use of related toolsets are required (e.g. ITSM, Remedy)
• Prior experience of working in an international environment comprising both military and civilian elements; (please delete if not applicable)
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

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