#NC25ICT179909 - L3 Application Support (COTS & Cloud Technologies) #2 - Closed
Deadline: May 21, 2025
Requester: NATO
Location: Braine l’Alleud, Belgium
Job type: Contractor
Start date: July, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products;
- Ensure seamless integration with internal and external applications and systems.
Containerization and Kubernetes:
- Design, implement, and manage Kubernetes environment that run in private cloud environments.
Cloud Configuration (Azure, AWS):
- Configure CI/CD Pipelines;
- Manage EntraID Groups and Roles;
- Manage and configure different Cloud components.
COTS End-User Support:
- Provide third-level support for end-user queries;
- Troubleshoot and resolve software issues, ensuring minimal disruption to users;
- Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
Incident Logging and Tracking:
- Log and track support incidents using the helpdesk ticketing system;
- Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
Escalation:
- Escalate complex issues to vendor support or appropriate teams when necessary;
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
Knowledge Base Management:
- Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions;
- Share knowledge and best practices with team members to improve overall service quality.
Technical:
- Controlling, managing and providing access to the restricted areas managed by the business area;
- Ensuring the proper functionality and security of software and hardware managed by the NBAC;
- Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications;
- Providing support to NBAC team for security approval and accreditation of software applications and CIS;
- Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
Communication and Collaboration:
- Communicate effectively with users to understand their issues and provide clear instructions;
- Collaborate with IT teams to resolve issues and improve service delivery.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
Technical Proficiency:
- Understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads;
- Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory;
- Expert knowledge of Microsoft SQL Server 2016-2022 and IIS based web servers;
- Expert knowledge of networking infrastructure;
- Understanding of cloud technologies and deployment;
- Expert knowledge of PKI;
- Deep understanding of security constraints and requirements in CIS;
- Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards;
- Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint;
- Experience and good knowledge of the following COTS technology:
- GENPACT Sequence Kinetics or Sequence Cora;
- CITI Manage ID.
- Experience in human resource (HR) IT applications related to personnel, posts, organisations, identity management and badges;
- Experience (at least two years) in various areas of Software Engineering including some of the following:
- Requirements elicitation and management (including non-functional requirements for Operations & Maintenance);
- SW change management and testing;
- Application release and deployment management;
- Configuration management practices and tools;
- Application Lifecycle Management concept and tools.
- Knowledge of NATO HR processes;
- Knowledge and experience in state-of-the-art technologies, relevant to software engineering:
- Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications;
- Application server technologies and Relational data base management systems;
- Programming languages and platforms like .NET, C#, JAVA, JavaScript.
Problem-Solving Skills:
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues;
- Ability to guide users through problem-solving steps effectively.
Communication and Interpersonal Skills:
- Excellent verbal and written communication skills;
- Full proficiency in English. French language proficiency is of advantage;
- Ability to communicate technical information to non-technical users in a clear and concise manner.
Customer Service Orientation:
- Strong customer service focus with a commitment to user satisfaction;
- Patience and empathy when dealing with user issues and concerns.
Organizational Skills:
- Ability to manage multiple support tickets and prioritize tasks effectively;
- Attention to detail in documenting support activities and maintaining accurate records.
Team Collaboration:
- Ability to work effectively as part of a team and share knowledge and resources;
- Willingness to collaborate with colleagues to solve complex issues.
Others:
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure;
- The candidate must have the nationality of one of the NATO nations;
- The candidate must possess a NATO Secret Security Clearance or national equivalent;
- Prior experience of working in an international environment comprising both military and civilian elements;
This position is now closed.
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