• 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).

Cloud Configuration (Azure, AWS):

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

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.

COTS End-User Support:

• 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.

Communication and Collaboration:

• Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders;
• Communicate effectively with users to understand their issues and provide clear instructions;
• Collaborate with NCIA and vendors teams to resolve issues and improve service delivery;
• Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services;
• Provide briefings and presentations.