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.