#NC25SSE174616 – Operational Service Support - Closed
Deadline: January 15, 2025
Requester: NATO
Location: Grazzanise, Italy.
Job type: Contractor
Start date: February 24, 2025
Security clearance: COSMIC TOP SECRET
SCOPE OF WORK / DUTIES / ROLES
-
Responsible for the delivery of 3rd level technical support for IT and Data Management Services in DCIS;
-
Performs fault diagnosis using the IT and Data Management Services Management System;
-
Supervises and carries out routine maintenance of IT and Data Management Services infrastructure, management appliances and other NATO IT and Data Management;
Services equipment:
-
Completes any changes to the system documentation;
-
Completes backups and restores of IT and Data Management Services devices;
-
Supervises the work undertaken by the FSP IT and Data Management Services Technicians;
-
Performs remote fault diagnosis on IT and Data Management Services as required;
-
Performs on the Job Familiarization with the Customer;
-
Collaborate with the stakeholders, both internal and externals, as necessary, to coordinate efforts and ensure smooth execution of software support and development activities;
-
Execute the processes of Incident Management, Change Management and Release Management, as required, following the NCIA procedures.
On-Call Support and Responsibilities:
- The Contractor’s personnel will participate in a rotation-based on-call system with the Purchaser’s staff;
- On-call activities are considered delivery-based and part of the monthly sprint cycle;
On-Call Rotation Schedule:
- The schedule will be defined during sprint planning and will outline who is responsible for on-call activities duties each week;
- On-call shifts will cover critical issues outside the normal working hours;
- The Contractor’s personnel would cover maximum 2 weeks per month.
On-Call Responsibilities:
- Responding to urgent incidents or requests during the designated on-call hours;
- Resolving high-priority incidents to ensure minimal downtime and quick resolution;
- Documenting any on-call activities, including actions taken to resolve issues
On-Call Deliverables:
- After each on-call day, a daily status report will be provided on a Purchaser provided SharePoint page containing the following information: Any Issue: Yes / No; Remarks: Summary of the issue and the fix provided;
- The daily report will be provided no later than 8:30 the following day;
- A summary of the issues handled and resolutions provided during the on-call period will be submitted at the end of the sprint.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
At least 2 years’ experience in various areas of:
-
- Latest Virtualization Technologies and Operating Systems;
- Implementation and troubleshooting Infrastructure Failover Clusters (Vmware and Microsoft);
- Latest Server, Storage, Client and Infrastructure Networking hardware technologies;
- Antivirus Management Systems (i.e. McAfee ePolicy Orchestrator);
- Enterprise Systems Management services, methods and tools (i.e. SCOM, SCCM, SCVMM);
- Experience in various areas of Software Engineering including some of the following:
- Email and collaboration services technologies (e.g. MS Exchange and Skype for Business);
- Cloud Computing Systems such as Microsoft Remote Desktop Infrastructure and VMware Horizon;
- Design and implementation of Active Directory Federation Services in large enterprise environments;
- WEP Portal Technologies and High Availability Database Systems (i.e. SQL Cluster);
- At least 1 year experience support by professional certification in the implementation and administration of COTS products such as MS Windows Server, Linux, Oracle, MS SQL, VMware, MS Hyper-V, MS SharePoint, MS Active Directory and Active Directory Federation Services, MS Exchange, MS Skype for Business, Client OS (Windows, Linux.);
- Configuration management practices and tools;
- Knowledge of ITIL IT service management model;
- Experience and applied knowledge of Service Transition;
- Proven ability to communicate effectively orally and in writing with good briefing skills;
- Strong and open communication skills;
- Entrepreneur and strong networking skills;
- Autonomous, problem-solver and drives towards results;
- Professional Qualifications;
- Excellent communication skills to effectively interact with users, team members and stakeholders;
- Must demonstrate the ability and self-motivation to work on his/her own but must also work well within groups as part of a team;
- Must demonstrate an ability and keen sense for problem-solving;
- Motivated, good communication skills, team player;
- Able to work independently with minimal supervision;
- Knowledge of NATO responsibilities and organization.
Language Proficiency:
- Proficiency in one of the two NATO languages, both written and spoken, is essential. A working knowledge of the second language is desirable.
- Note: The majority of work at the NCI Agency is conducted in English.
This position is now closed.
We regularly add new positions. We suggest exploring other available opportunities and staying updated by following our LinkedIn page.
If you don’t find any suitable opportunities, you can send us your CV, as an open application. However, we will not submit you to any vacancies without your written consent.