#NC25SMS001 - Incident Management Coordinator - Closed
Deadline: January 2, 2024
Requester: NATO
Location: Braine L'Alleud, Belgium.
Job type: Contractor
Start date: February 9, 2025
Security clearance: NATO Secret
SCOPE OF WORK / DUTIES / ROLES
- Ensure that incidents are handled according to agreed procedures.
- Prioritize and diagnose incidents.
- Investigate the causes of incidents and seek resolution.
- Escalate unresolved incidents.
- Facilitate recovery following the resolution of incidents.
- Document and close resolved incidents.
- Contribute to testing and improving incident management procedures.
- Initiate and monitor actions to investigate and resolve problems in systems, processes, and services.
- Determine fixes and remedies for problems.
- Collaborate with others to implement agreed remedies and preventative measures.
- Support the analysis of patterns and trends to improve problem management processes.
- Contribute to the development of continuity management plans.
- Identify information and communication systems that support critical business processes.
- Coordinate the business impact analysis and risk assessment.
- Coordinate the planning, designing, and testing of contingency plans.
- Apply and maintain specific security controls as required by organizational policy and local risk assessments.
- Communicate security risks and issues to business managers and others.
- Perform basic risk assessments for small information systems.
- Contribute to identifying risks that arise from potential technical solution architectures.
- Suggest alternate solutions or countermeasures to mitigate risks.
- Define secure system configurations in compliance with intended architectures.
- Support the investigation of suspected attacks and security breaches.
- Carry out risk management activities within a specific function, technical area, or project of medium complexity.
- Identify risks and vulnerabilities, assess their impact and probability, develop mitigation strategies, and report to the business.
- Involve specialists and domain experts as necessary.
- Manage problems and issues, ensuring resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
- Implement stakeholder engagement/communication plans.
- Collect and use feedback from customers and stakeholders to measure the effectiveness of stakeholder management.
- Help develop and enhance customer and stakeholder relationships.
- Monitor service delivery channels and collect performance data.
- Assist with the specification, development, research, and evaluation of service standards.
- Apply service standards to resolve or escalate issues and provide technical briefings to staff members.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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- A minimum of a Bachelor's degree from a nationally recognized/certified University in a related discipline and 2 years of post-related experience;
- Or exceptionally, the lack of a university degree may be compensated by the demonstration of the candidate's particular abilities or experience relevant to the NCI Agency, with at least 6 years of extensive and progressive expertise in duties related to the function of the post;
- CIS operational and/or planning experience in applying analytical and systematic approaches to problem-solving;
- Knowledge of service delivery and practical experience coordinating engineering teams to resolve incidents as quickly as possible, within SLA targets, and involving the appropriate Resolver Group and Service Owner;
- Extensive experience with telecommunications and information systems in both static and deployed environments;
- Experience in demanding customer-facing roles;
- Strong understanding of ticketing toolsets, with proven experience coordinating incident tickets across diverse organizational elements;
- Experience providing analysis on complex datasets related to service operations for a large organization;
- Understanding of ITIL operational procedures, with experience in Transition, including Change, Configuration, and Release & Deployment Management;
- Experience in drafting documents and presentations;
- Experience in supporting service operations of a large/complex team (including knowledge management);
- Good knowledge and working experience of MS OS (Windows 10) package, with emphasis on analysis, collaboration, and presentation tools such as Excel, PowerPoint, and SharePoint;
- Experience in identifying and resolving complex problems and assignments, and knowing when to escalate issues to a higher level;
- Hands-on experience in IT Service Management (ITSM) processes, including incident, problem, change, and request fulfillment;
- Experience in team management.
This position is now closed.
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