Engineer (Incident Resolution) (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5377]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting is recruiting a Engineer (Incident Resolution) to work at NATO NCIA in Mons, Belgium.


Incumbent of this post is primarily responsible for controlling and supervising execution of Service Operations processes across NCC in order to ensure continued delivery of IT services at intended levels of availability. With guidance from responsible manager, incumbent will perform duties such as:

  • Ensuring effective use of event management process and toolsets as required
  • Ensuring effective and timely resolution of IT Incidents: impact assessment and prioritization of IT incidents; dispatching of incidents to relevant technical elements for resolution; validation and verification of solution proposed; revision of incident documentation; structured reporting; problem initiation, as recommendable
  • Problem Management initiation, as required
  • Authorized Service Interruption / Scheduled Outage (ASI/SO) approval and coordination, to minimize scheduled downtime and its effects of Customer’s business
  • Participation in Change Management process to ensure that roll-outs, new releases and modifications to existing services happen in coordinated manner and with explicit awareness of affected customers
  • Delivering of technical advice, coordination, support and assistance in respect of Operations Centre Incident Response
  • Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that right talent is engaged and utilized at appropriate level in order to achieve successful outcomes
  • Liaise with other Operations Centre’s entities and NCIA Service Lines to provide, maintain and improve incident management toolset for best practice
  • Gather, Process and Analyze Information and Data to ensure continual service improvement
  • Monitoring effectiveness of incident management within NCC and making recommendations for improvement
  • Monitor and lifecycle management of IT assets within NCC
  • Creation and review of all incident management checklists, logs and tickets on daily basis, providing follow-up actions and feedback as necessary
  • Driving, developing, managing and maintaining major incident process and associated procedures
  • Reviewing and auditing incident management process within NCC
  • Work on own initiative with limited supervision, may lead others as required
  • Deputize for higher grade staff, as required
  • Perform other duties as may be required


  • Required Security Clearance: NATO Secret
  • Master of Science (MSc) degree at nationally recognised/certified University in related subject and 2 years post-related experience; Or Bachelor of Science (BSc) degree at nationally recognised/certified University in related subject and 4 years post related experience; Or exceptionally, lack of university/college degree may be compensated by demonstration of candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 10 years extensive and progressive expertise in the duties related to the function of post;
  • ITILv3 Service Operations
  • Very good understanding of telecommunications / network / information technology solutions & products


Desirable Experience and Education:

  • NATO Duty Controller – NATO CIS School
  • ITILv3 Service Strategy
  • ITILv3 Service Design
  • ITILv3 Service Transition
  • ITILv3 Continual Service Improvement (optional, considered as an asset)
  • Service operations and service management skills and experience based on ITIL principles and following a customer/user focused approach and the use of related toolsets (e.g. ITSM)
  • Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements
  • Strong analytical, organization, multitasking and prioritization skills
  • Technical leadership experience
  • Prior experience of working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation


Candidates must be eligible to work in the EU

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