#NC25ICT175671 - IT Ops Specialist - Closed
Deadline: February 9, 2025
Requester: NATO
Location: The Hague, the Netherlands
Job type: Contractor
Start date: March 24, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Under the direction of a project manager, team leader, or system manager, the incumbent will perform duties such as the following:
- Perform implementation and maintenance of authorized software changes, related applications software and the integration/tailoring of vendor supplied components, following established procedures for quality, configuration control, testing, documentation and security;
- Support the transition of systems and services to the operational environment;
- Provide expeditious technical support services to the NATO Functional Area Services including emergency troubleshooting and on-site assistance (at NATO and national sites) to ensure key information systems remain operational;
- Take appropriate and effective action where possible to troubleshoot hardware and/or software related problems occurring in the fielded FAS baselines, and where necessary request assistance of counterparts in other NCIA branches or in sister support agencies for solving system related problems;
- Organize/Administer user help requests. Requests must be logged, solved and forwarded to the 2nd level support. The elapsed time in order to handle the requests must be monitored and priorities must be recommended to the system manager as necessary;
- Provide Technical Assistance. Replying to incoming requests for technical assistance from both NATO and National users on the site. The requests can cover software, data communications system and network configuration: licensing issues, and documentation, System Administration Operation and Maintenance for the FAS domain. This includes but not be limited to:
- Installing and configuring the operating system, application software and related components on operational FAS computers;
- Configuring and maintaining the network of new and legacy servers;
- Managing system backups.
- Support development of new NATO capabilities by capturing and validating user requirements;
- Assist in the preparation of, and occasionally deliver, briefings and presentations;
- Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software;
- Assist other members of the team with technical issues that need further troubleshooting before escalating to Engineering;
- Ensure that customer relationships are managed through proactive rapid customer communication;
- Resolve customer issues which will routinely include working in complex product and infrastructure configurations;
- Problem troubleshooting and isolation, performance tuning and optimization;
- Escalate product defects and issues and drive them towards resolution while managing the customer;
- Coordinate and cooperate with other Service Lines and organizational elements, interact with peers on other projects within and between NCI Agency Service Lines;
- Performs other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- The candidate must have a currently active NATO SECRET security clearance;
- A university degree at a recognized university in Engineering, Science, Mathematics, Management, or related disciplines, equivalent to a Bachelor's degree or higher, supplemented by relevant postgraduate qualifications. The lack of a university degree may be compensated by the demonstration of particular abilities or experience of interest to the Agency and experience of 12 years;
- A formal project management training such as PRINCE2, PMI PMP, or DAWIA Program Management Level II;
- A detailed understanding of the NATO Security Investment Programme (NSIP);
- Recognised record of accomplishment in dealing with stakeholders at enterprise level, understanding their needs, problems, and requests and proposing constructive ways ahead;
- Significant and recent experience in the development of Statements of Work used as the basis for competitive bidding from industry. This includes the detailed development and collection of technical and non-technical project requirements;
- Proactive attitude in seeking and maintaining trust from stakeholders;
- Proven ability to communicate effectively orally and in writing with good briefing skills;
- Expert level knowledge of MS Excel, MS Powerpoint, and MS Project;
- Extensive experience in the management of large Cybersecurity or ICT projects.
This position is now closed.
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