COTS Application Support:

• Deploy and manage server applications running on Windows or Linux servers;
• Integrate applications with identity providers;
• Support creation and deployment of client applications on end-user workstations;
• Gathering and reporting metrics and Key Performance Indicators (KPIs);
• Supporting in-service operations of the systems;
• Support and operation of the assigned system(s) including:

- Systems operationally used by NATO Enterprise community;

- Local systems currently used by Local Commands;

- Atlassian Products management and configuration;

- Maintenance of the operational & support environments;

- Monitoring performance of the assigned service applications;

- Support CIS Support Units (CSU) and other support staff for daily operations of the systems.

Cloud Configuration (Azure, AWS):

• Manage EntraID Groups and Roles;
• Manage and configure different Cloud components.

AI related activities:

• Deployment, configuration and support of AI based solutions, tools and agents;
• Support of COTS applications-AI integration in production environments;
• Ongoing Monitoring, Maintenance and Support.

COTS End-User Support:

• Provision of support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities;
• Provide second-level and third-level support for end-user queries;
• Troubleshoot and resolve software issues, ensuring minimal disruption to users;
• Communicating solutions or advices to customers and users;
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

Incident Logging and Tracking:

• Monitor the incident management process for tickets created in the helpdesk ticketing system;
• 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;
• Contribute to analysis and documentation of new requirements and change requests;
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.

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 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;
• Gathering functional and non-functional requirements, including drafting systems specifications;
• Support technical reviews, walkthroughs and audits;
• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain;
• Support to change management, configuration management, release/deployment and testing.

Communication and Collaboration:

• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders;
• Communicate with users to understand their issues and provide clear instructions;
• Collaborate with NCIA and vendors teams.