About this job

Sapienza Consulting is recruiting a Principal Technician (Approved Service Interruptions Cell Head) to work at NATO NCIA in Mons, Belgium.

Responsibilities

Under the direction of the IT Operations Manager, the incumbent will perform duties including following:

• Provides real time technical expertise in the execution of the ASI Operational process, follows all predefined instructions and preparatory work IAW NCI Agency Change Management Directives, OPSCEN SOP’s and SOI’s
• Offers technical guidance to develop the standardised framework for reporting of all ASI Changes to critical NATO IT systems and devices, supervises technical execution of these procedures with capability in detecting problems in a timely manner
• Supervises the coordination of the temporary interrupted Service/s to impacted customers, IAW Centralised Service Level Agreement (CSLA) to execute a change or maintenance with potential impact to IT Services delivered by NCI Agency
• Manages the lifecycle of the ASI Records, providing technical support regarding ASI Tasks with Customers prior to approval and execution of the change or maintenance. Ensures comprehensive Stakeholder involvement
• Provides technical support regarding deficiencies at every stage within ASI Record, collaborates with Customer Representatives and Change Coordinators regarding the identification, assessment and planning to prevent potential impact to any IT Service delivered by the NCI Agency
• Supervises efficiency and effectiveness of all activities within the ASI Cell, including the coordination of Problem tickets that could have a direct impact to the OPSCEN capabilities
• Provides technical support to active DCO regarding Emergency/High ASI’s, highlighting issues that could have a direct impact to the Organisation
• Oversees all activities, ensures ASI’s are documented within the NCI Agency Incident toolset ITSM, offers status updates to management as/when required
• Monitors and reports pertinent ASI’s at the daily/weekly briefs. Attends committees, internal and external meetings, conferences and working groups as directed
• Delegates duties with knowledge and foresight when focusing on value added tasks, ensuring context and boundaries are set to manage opportunities
• Manages formal technical training on Systems and Services for all ASI Cell members, in addition to informal and ad hoc training when the situation requires
• Oversees the development and delivery of On-the-Job Training (OJT), ensures all ASI Cell technical staff hold the appropriate skills essential to perform their tasks at the required level and keep departmental expertise in line with evolving technologies
• Portrays tact, motivational and listening skills, in addition, a sense of diplomacy to work harmoniously with team members and other colleagues
• Maintains excellent communication skills such as telephone manner, active listening and customer care skills, presenting a courteous and professional attitude at all times
• Promotes and encourages Civilian training requirements or commitments to all team members. Ensures sufficient notice and planning is obtained resulting in no impact to Network monitoring.
• Undertakes activities IAW OPSCEN SOP’s, such as Time Accounting System (TAS) recording, planning of Leave, assigned Tasks and any outstanding projects, ensures they are actioned accordingly and in the designated timescales
• Manages Continual Service Improvement (CSI) processes, including supervision of developing, reviewing and updating of section SOP’s and SOI’s, warranting they are adhered to and stored IAW OPSCEN IM Policy
• Actively reviews Performance Management objectives, builds up and maintains personal development plan ensuring regular monitoring to accomplish set goals. Performs other duties as required, or directed by IT Operations Manager, DCO’s/DDCO’s, NCC Head or Command and Control Group (CCG) personnel
• The incumbent should possess the personal qualities of tact, judgement and adaptability as well as good political awareness and motivational and listening skills. In addition, a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, both civilian and military, from NATO and the NATO nations, as well as with staff from private scientific/industrial organizations is needed.The ability to work under pressure handling multiple requests simultaneously, whilst adapting to constantly changing requirements due to constraints

Profile

• Required Security Clearance: NATO Secret
• Higher Secondary education and completed higher vocational training leading to a formal technical or professional certification with related experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 10 years post related experience
• Minimum 5 years recent experience in IT Service Management and practical experience in execution of ITIL Service Operations and Transition processes
• Experience of adopting customer-focused approach in Control Centre environment and proficient in use of related toolsets (e.g. ITSM, Remedy)
• Achieved industry standard certifications, such as Cisco Certified Network Associate (CCNA) or COMPTIA Network+; ITIL Foundation; ITIL Service Operations; ITIL Service Transition

Desirable Experience and Education:

• Service Operations and Service Management skills and experience based on ITIL principles and following customer/user focused approach and the use of related toolsets are required (e.g. ITSM, Remedy)
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

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