Incident Management:

• Provide prompt, professional, and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
• Liaise with other teams in troubleshooting technical issues at various levels (network, backend, frontend, firewalls);
• Perform root cause analysis in order to reduce repeating/recurring technical issues.

Request Fulfillment:

• Implement approved service requests and change requests (e.g. creation of new resources/configuration items, alteration of existing resources/configuration items).

Maintenance:

• Implement security measures (patches, updates, etc..) on the systems manually with no to minimal downtime;
• Perform all administration and maintenance tasks required at the backend and frontend as a Subject Matter Expert to ensure the availability, continuity and optimum performance;
• Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities.

On-Call Duties:

• Certain periods of the contract period, to be decided by the unit manager, be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.

Continual Service Improvement:

• Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption;
• Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need NATO UNCLASSIFIED for support;
• Identify and provide opportunities for continuous service improvements.