Field(s) of expertise
Project and Service Management
About this job
EMW, Inc., has been awarded a 3-year, $40 million single-award IDIQ contract for the Support Service Contract for Cyber Defence from the NATO NCI Agency.
The NCI Agency delivers secure, coherent, cost-effective and interoperable communications and information systems and services in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities for NATO. NCI Agency headquarters is located in Brussels, Belgium, and the agency operates in over 30 locations throughout Europe, North America, and South-East Asia.
Under the contract, EMW will provide a wide range of services throughout the various NCI Agency directorates. The services or “competency areas” include all facets of Cyber Defence.
“We are grateful for this opportunity and our team, comprised of the leading Cyber Defence technology providers across multiple NATO nations, looks forward to providing our expertise to the NATO community” Tony Bui, President, EMW, Inc.
Responsibilities
- Under guidance of Operational CIS Principle Service Manager, but largely under own initiaactive, incumbent will perform duties pertaining to delivery of CIS services as detailed in Service Level Agreements between NCIAgency (as service provider) and service operator and user (customer). Said duties consist of:
- Will manage assigned elements of Deployable CIS service and ensure system readiness at level specified in SLA.
- Ensuring quality of engineering support delivered to customer through close co-ordination with NCI Agency service lines.
- Will manage DCIS Configuration Management tool to ensure that all assets are maintained at known configuration states and can be correctly accounted for
- Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under NATO Security and Investment Program (NSIP) as required.
- Will manage Change Management plans to overcome problems identified and will also manage uplift of configuration baseline to meet evolving operational requirements
- Will support Principal Service Manager with development of annual Operation and Maintenance budget submission
- Will contribute to and support system documentation for operation, maintenance and training is updated in accordance with system evolution
- Will manage recommended list of spare parts and availability of spares
- Will provide input to Principal Service Manager for Quarterly SLA report.
- Will provide input and recommendations to SLA Change management process.
- Assessment of manpower and O&M budget requirements.
- Will provide support to project managers as required through project development, delivery and transition into service phases.
- Peer Relationships – can quickly find common ground and solve problems for good of all; can represent his/her own interests yet be fair to other groups; can solve problems with peers with minimum noise; is seen as team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
- Problem Solving – uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond obvious and doesn’t stop at first answers
- Interpersonal Savvy – shows respect for views and contributions of other team members;
- Easily establishes good relationships with customers and staff; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds constructive and effective relationships; uses diplomacy and tact; adapts to team and fits in well
- Customer Focus – focuses on customer needs and satisfaction; gets first-hand customer information and uses it for improvements in products and services; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in systematic, methodical and orderly way; consistently achieves project goals
- Planning and Organising – sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
Profile
- Required Security Clearance: NATO Secret
- Bachelor of Science (BSc) degree at nationally recognized / certified University in related discipline with 5 years post related experience; Or exceptionally, lack of degree may be compensated by lower academic qualification combined with demonstration of particular abilities or experience of relevance to this post, or with military experience in related subject;
- ITILv3 certified at Foundation level
- 5+ years CIS engineering experience
- 5+ years experience as Line Manager and provide evidence of having ability of being motivator and mentor.
- Demonstrable evidence in maintaining knowledge of advances in Information Technology.
- Proven success as an Operational and Technical Team Lead.
- Essential that incumbent has minimum qualification of ITIL at Foundation level;
- Proficient knowledge of Transmission and Telecommunication Systems; Network, system and application level troubleshooting techniques; Communications protocols and practical experience of using diagnostic test equipment;
- Experience in Service Management processes for Incident, Change Management and Service Fulfilment;
- Experience in customer support and incident handling;
- Experience of preparing technical documentation and Standard Operating Procedures.
- Desirable that incumbent has:
- Prior experience of working in international environment.
- Knowledge of NATO political ambition and organizational structure;
- Thorough knowledge of one of two official NATO languages, both written and spoken, is essential and some knowledge of the second is desirable. NOTE: majority of work of NCI Agency is conducted in English
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