We are looking for a talented and knowledgeable Engineer (Information Systems) who holds at least a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years’ experience. Exceptionally, the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the position.  You must have extensive experience in engineering, the maintenance of information systems, and as an IT operations manager, as well as in the management and operation of large-scale computer facility in support of IT users in complex CIS networks – including hardware and software applications. You must demonstrate knowledge of IT techniques in developing effective Cyber Security procedures.

• Relating and Networking
• Leading and Supervising
• Writing and Reporting
• Applying Expertise and Technology
• Analysing analysis
• Learning and Researching

• Creating and Innovating

Virus Bulletin is a small company with a largely remote team based all over Europe that is placed at the heart of the IT security industry. Through its product testing, annual conference and ad hoc activities, Virus Bulletin works with security vendors, researchers and practitioners.

As Security Evangelist, you will be the public face of the company. This broad role involves putting together a wide and varied conference programme, writing reports, talking to (prospective) customers, and attending trade shows and conferences. You will also be actively involved in determining the strategy of the company.

Though a commercial company, Virus Bulletin cares strongly about ethics and values, making an actual contribution to the industry. As Security Evangelist, you are the person to maintain this ethical profile for the company.

We are looking for someone

• who is passionate about security and has some affinity for the security industry
• who has some technical understanding of how threats and security products work
• who can write shorter or longer articles and reports
• who can work with and lead a remote team
• who doesn’t mind speaking to people or standing on a conference stage
• who is flexible and can keep to deadlines.

We are not necessarily looking for someone

• with specific technical skills (though there is the possibility for this role to involve some technical work, this depends on the candidate)
• who is a native English speaker (all articles Virus Bulletin publishes are edited)
• who has a specific degree (or a degree at all)
• who fits a very specific profile: there is some flexibility in the exact job description to match the candidate’s strengths
• who is based in a very specific location: the job can be done remotely, or from our office in the UK. Preferably, the candidate will be based in Europe though.

To apply for this position email [email protected] with your CV.

Please also contact us if you have any questions about this role.

SECTION HEAD (CIS SUPPORT), A-2

1. Post Context
 
The Communications & Information Services (CIS) Branch is responsible for the provision of the full range of Information and Technology support to the NDC, including automation, communications, and visual aids.

2. Reporting Lines

The incumbent reports to the Branch Head (CIS). The Staff Assistant (CIS Network and Systems) and the Technicians (CIS Network) are reporting directly to this post.

3. Principal Duties

The Section Head (CIS Support) is responsible for:

- Supporting Branch Head (CIS) in NDC ADP and Communication Systems operations and planning.
- Coordinating the activities of the CIS Support Team, managing priorities in accordance with NDC requirements and in coordination with Branch Head.
- Providing specialist support for all ADP and Communications issues.
- Coordinating ADP and Comms projects.
- Maintaining and supervising software, hardware and network integration and interoperability.
- Managing and organizing ADP and Communications tasks.
- Identifying and customizing COTS products to suit the NDC user’s requirements in the ADP and Communications areas.
- Testing and validating all new technical solutions prior implementation for operational use.
- Providing ADP/Communications budget inputs.
- Supporting the INFOSEC officer in the implementation and management of CIS security services.
- Performing configuration control and documentation regarding hardware and software for NDC Information Systems.
- Supporting and developing software installation procedures.
- Assisting the configuration and development of web portals and related services.
- Supporting the NDC connection to the NATO Secret Data Communications Network.
- Attending training courses, conferences and seminars relevant to his/her duties.
- Providing technical advice to support the:
a) Analysis of the Information System's requirements;
Writing of functional specifications for all NDC CIS systems requirements and identifying the appropriate technical solutions.

4. Special Requirements and Additional Duties

The incumbent may be required to perform additional related duties.

5. Essential Qualifications

a. Professional/Experience:
- In Team and project management
- In system software analysis and programming
- Modern data networks technology; system administration experience with Microsoft and UNIX systems and Communications networks
- With SharePoint, HTML programming and scripting languages
- In network troubleshooting
- Microsoft Desktop Operating Systems and Office Application Suites.
- In Internet related technology and in the creation and support of web services and online services
- Relational Database System design and development
- Communications technology, systems and products
- In COTS products for system and user support
- NATO INFOSEC regulations
- ITIL change and configuration management best practices

b. Education/Training: Higher secondary education or vocational training in Information or Telecommunication Technology and engineering or similar subjects. Formal ITIL certification. Minimum of five years related professional experience.

c. Language Requirements: English SLP 3333 – STANAG 6001. 

6. Desirable Qualifications

a. Professional/Experience: Knowledge of Java/JavaScript, PHP and in Project Management.

b. Education/Training: University degree at a nationally recognized/certified university in a technical subject with substantial Information Technology (IT) content or computer-related areas. Exceptionally, the lack of a university/college degree may be compensated by the demonstration of particular abilities or experience that is/are of interest to NDC; that is, at least 10 years of extensive and progressive expertise in the duties related to the function of the post.

c. Language Requirements: French SLP 2222,  Italian SLP 2222 – STANAG 6001

7. Civilian Posts

Personal Attributes:
- Achievement: Works to meet standards
- Analytical Thinking: Sees basic relationships
- Clarity and |Accuracy: Checks own work
- Conceptual Thinking: Sees patterns based on life/work experience
- Customer Service Orientation: Takes personal responsibility for correcting problems
- Empathy: Reads non/verbal cues and understands meanings
- Impact and Influence: Takes multiple actions to persuade
- Initiative: Is decisive in a time-sensitive situation
- Teamwork: Co-operates

Managerial Responsibilities: Supervision of the operation of the organizations automated systems.

Professional Contacts: The type of work requires contacts with users, other technical staff, management staff and external firms.
 
Contribution to the Objectives: Organize and support the operations of the automated systems to achieve the Organization’s mission.
Assures that whole CIS infrastructure is maintained and functional.

8. Remarks: Security Clearance: NATO Secret

9.  Contract

Serving NATO civilian staff will be offered a contract according to the NATO Civilian Personnel Regulations.
Newly recruited staff will be offered a definite duration contract of normally 2 plus 3 years in duration and followed by an indefinite duration contract. If the successful applicant is seconded from a national administration, he/she will be offered a two year definite duration contract which may be renewed for a further period not exceeding six years and/or the length of the approved secondment.
Applications from NATO redundant staff members of the same grade will be considered according to the terms of art. 57.2, Chapter XII to NATO Civilian Personnel Regulations.

10. Additional Information

Appointment will be subject to receipt of a Security Clearance (provided by the national authority of the selected candidate) and approval of the candidate’s medical file by the NATO Medical Adviser.
Please note that only applications from nationals of NATO member countries can be accepted.
Due to the large amount of applications received, telephone or e-mail enquiries cannot be dealt with.
In order to follow the status of the vacancy please refer to NDC webpage: www.ndc.nato.int/about/jobs.php
NATO is an equal opportunities employer, and does not discriminate on the grounds of gender, race or ethnic origin, religion,
nationality, disability, sexual orientation or age, according to the NATO Civilian Personnel Regulations.
A written test will be held as part of the selection procedure.

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways.  Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals. Come and be part of the most successful alliance in history.  

NATO Communications and Information Agency (NCI Agency) is looking for a Engineer (Information Systems).

The Director of Service Operation (DSO) is accountable to plan, install, operate and maintain CIS services throughout the allocated Area of Responsibility (AOR), in static NATO Headquarters, Alliance Operations and Missions and Exercises, and supported Organizations. Service Operations are delivered and managed in close coordination with the Directorates of Applications Services, Infrastructure Services, AirC2 Services and BMD Services. DSO and the CSUs receive support from the Agency’s Enabler functions (General Services, Human Resources, Finance, and Acquisition).

NCI Agency CIS Support Unit (CSU) Brunssum, located in Brunssum (NLD) enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed. The Alternate Ops Centre is hosted in Brunssum, resourced by Primary Ops Center and supported by the CSU.

The Service Management Branch (SMB) supports the Agency’s Operations Centre, and Service Lines, and is responsible for liaison with all NCI Agency customers in the CSU’s AOR and supports the Commander CSU in the role as NCI Agency representative and provides a single entry point for customers. SMB contributes and/or conducts monitoring and measurement of customer satisfaction. SMB supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AOR. SMB supports Service Lines in the implementation and improvement of service management processes. This branch directs, co-ordinates and supervises all activities of CSU’s assigned resources in support of Exercises, Operations, Plans, Requirements, Project and Service Management. SMB reports appropriate Key Performance Indicators to Service Lines on a regular basis.

Change Management Section (CMS) is responsible for all aspects of Configuration Management including software license management and software version control. It is responsible for Change and Release Management and Problem Management processes and procedures.

Role Responsibilities 

Under the direction of Head SMB, but largely on own initiative, the incumbent will perform duties such as the following:

• Manages and/or supports the organization configuration management system and champions the business value and company policies for secure configuration management;

• Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records;

• Contributes strongly to the business service knowledge management system;

• Manages the research and development of tools, processes and techniques;

• Manages configuration items (CIs) and related information, investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate;

• Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out;

• Produces and analyses registers and histories of authorized assets (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location, acts to highlight and resolve potential instances of unauthorized assets such as unlicensed copies of software;

• As a member of Change advisory Board (CAB) member, advises the board in Configuration management matters related to the implementation of changes;

• Ensures that relevant NATO and international configuration management standards are appropriately implemented and that best practices are considered

• Provides technical leadership, coaching, mentoring and training on a regular basis to CSU staff, and CISPOCS, in respect to CM processes and tools;

• Deputizes for higher grade staff, if required;

• Performs other duties as may be required.

   

Qualifications Required:

• A Master of Science (MSc) degree at a nationally recognized/certified University in a related subject (Communication and Information Systems related, scientific or engineering discipline) and 2 years post-related experience in a similar post encompassing configuration management system, knowledge management and IR asset management;

• Or a Bachelor of Science (BSc) degree at a nationally recognized/certified University in a related subject (Communication and Information Systems related, scientific or engineering discipline) and 4 years post related experience in a similar post encompassing configuration management system, knowledge management and IR asset management;

• Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a 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 the post;

   

• Recent experience of working in a leading role;

• Experience in technical management and operation of Communications and Information Systems;

• Good general knowledge in the operation and administration of large computer networks, comprised of numerous LAN segments and servers including state of the art operating systems, network architectures and administration principles;

• System analysis principles in order to direct and guide Information Systems development

• Knowledge and experience in the preparation and implementation of new or changed services and in management of the change process;

• Knowledge and experience with conducting and documenting configuration audits, as well as development and implementation of correction and improvement plans.

Further it would be considered highly desirable if you are able to display any experience or knowledge of:

• ITIL Service Transition graduate;

• Prior experience of working in an international environment comprising both military and civilian elements;

• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Competencies Required:

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.

• Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.

• Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.

• Analyzing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

   

Language Skills

Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential. 

Travel

• Occasional business travel to NATO, national (NATO and non-NATO) facilities and between the NCIA offices may be required

• May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

What do we offer?

• Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff.

• Education allowance for children (where appropriate) and an excellent private health insurance scheme.

• Generous annual leave and home leave (if eligible).

• Retirement Pension Plan.

To learn more about NCI Agency and our work, please visit our website.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways.  Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals. Come and be part of the most successful alliance in history. 

Based in Mons, you will join the Agency as we embark on a journey to refresh and transform our cyber security services to support NATO’s Digital Endeavour. You will be responsible for projects delivering cutting edge technologies ensuring the cyber security of NATO’s communication and information systems. You will be supported by a team of bright, motivated tech savvy engineers and scientists who all strongly believe that sky is the limit.

Main Role Responsibilities:

• Lead the management of  major procurement projects in the area of Cyber Security;

• Support reporting and communications with the Cybersecurity Service Line and NCIA’s top management, in order to ensure projects are monitored and controlled across all management levels;

• Monitor and control project progress to ensure resources are consumed in accordance with the approved budget and within the approved timelines;

• Identify, plan, request and manage the deployment of resources to meet project milestones and initiate corrective actions when necessary;

• Stay abreast of technological developments in the area of Cybersecurity;

Qualifications & experience required:

• A Master of Science (MSc) degree at a nationally recognised/certified University in a related discipline with 5 years post related experience;

• Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject with 7 years post related experience;

• Or exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience in a related subject;

• A formal project management qualification such as PRINCE 2 or PMI PMP;

• Extensive experience in the management of large Cybersecurity projects;

• Proactive attitude in seeking and maintaining trust from stakeholders;

• Proven ability to communicate effectively orally and in writing with good briefing skills.

Desirable Experience and Education:

• Extensive experience with the MS-EPM Toolset

• Knowledge and experience with the practical implementation of large ICT projects in the area of Cyber Security

• Industry leading certification in the area of Cybersecurity such as CISSP, CISM

• Prior experience of working in an international environment comprising both military and civilian elements

• Knowledge and experience with NATO’s procurement process for large ICT projects

Competencies required:

• Deciding and Initiating Action
• Leading and Supervising
• Adhering to Principles and Values
• Relating and Networking
• Formulating Strategies and Concepts
• Achieving Personal Work Goals and Objectives

What do we offer?

• Competitive tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff
• Education allowance for children (where appropriate) and an excellent private health insurance scheme
• Generous annual leave and home leave (if eligible)
• Retirement Pension Plan
• 3-Year contract, renewable.

To learn more about NCI Agency and our work, please visit our website.

A full copy of the job description can be found here

3000 people are working 24/7 to protect 1 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are the NCI Agency.

We are looking for a talented Head of the Local Service Desk Team who will manage the process to restore normal service operation as quickly as possible, minimising impact to business operations. The incumbent is responsible for all activities required to effectively perform, monitor, and report on incident management process to timely resolve IT incidents to include execution of remediation activities in response to identified process deviations. The post requires extensive experience in implementation of all ITIL Service Operations processes, together with ability to work with internal & external stakeholders.

If you think that you have the relevant skills and experience, as well as the relevant academic background that match the requirements of the position, and if you would like to work as a part of multinational team in a challenging environment, we would like to hear from you.

The Service Desk Section (SDS) is the single point of contact for the users of the NATO HQ ICT services footprint in addition to the REACH users and acts as an interface to the ICT Service Management. The primary functions of the team are the lifecycle management of incidents and service requests (call intake, categorizing, prioritizing, escalation to level 2 and level 3 support, closure of tickets, device loans and telephone billing). It ensures service provision to the local customer as defined in the SLA, ICT systems monitoring and support to special events held at NATO HQ.

Role Responsibilities

Under the direction of Deputy CSU Commander, the incumbent will perform duties such as the following:

• Supervises a consolidated service desk in solving daily Level 1 issues across business and Agency domains; 
• Leads complex incidents and problems to conclusion;
• Participates in Change Management process, ensuring that changes to existing services happen in a coordinated manner and with explicit awareness of affected users; 
• Engages with CSU technical 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;
• Acts as point of contact for all major incidents, resulting in controlling and coordinating management of major incidents, and acts as first stage of escalation; 
• Contributes to continual service improvement by establishing continuous process improvement cycles where process performance activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced (where applicable);
• Monitors and adjusts workload for Service Desk Analysts;
• Ensures Service Level Agreements are met by monitoring incidents and taking appropriate corrective actions;
• Ensures closure of all resolved and end-user confirmed incident records, and initiates, schedules and conducts incident reviews;
• Defines and applies Critical Success Factors and Key Performance Indicators to measure quality of implementation of Service Operations processes;
• Identifies Problems, initiates problem tickets and leads Problem Management process;
• Develops and refines a comprehensive user feedback (survey) mechanism; 
• Works closely with a Level 3 support contractor for efficient escalation of incidents;
• Provides engineering and implementation guidance, as required;
• Investigates, defines and resolves complex issues;
• Advises on, and assists with, development of standards, methods and tools;
• Analyses plans, designs, requirements and associated risks, advises on technical solutions and mitigations;
• Plans and advises against available resources and quality targets;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

Person Specification

Qualifications Required

A Master of Science (MSc) degree at a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content and 2 years post-related experience;

Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content and 4 years post related experience;

Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a 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 the post;

Experience required

• Strong knowledge and experience with Incident Management and Problem Management processes; 
• Intermediate knowledge and practical work experience with heading an IT incident response team;
• Strong knowledge of current ICT Service Management tools (e.g. BMC Remedy); 
• Demonstrable leadership skills;
• ITIL v3 Foundation or higher certification;
• Very good understanding of telecommunications / network / information technology solutions & products;
• Proven analytical, organisational, multitasking and prioritisation skills.

In addition to the above, it would be considered highly desirable if you are able to display

• ITIL v3 certification in any of the following:  
• Service Operations;
• Service Strategy;
• Service Design; 
• Service Transition;
• Continual Service Improvement.
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organizatio, including ACO and ACT.

Competency Required

Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.

Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.

Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.

Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.

Analysing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).

Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Travel

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

Language skills

A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

NOTE:  Most of the work of the NCI Agency is conducted in the English language.

Contract

NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.

Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:

• Renewal is in the interest of the Agency.
• Staff member's desire to remain with the Agency.
• The financial situation provides sufficient funding for the post held.
• The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
• Staff member has served the Agency with performance to the required standard as defined by the Agency.
• Staff member's deployability to operational theatre.

Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.

The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.

• Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff. Education allowance for children (where appropriate) and an excellent private health insurance scheme;
• Generous annual leave and home leave (if eligible).
• Retirement Pension Plan.    

To learn more about NCI Agency and our work, please visit our website.

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways.  Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals. Come and be part of the most successful alliance in history. 

NCI Agency CIS Support Unit (CSU) Mons, located in Mons (BE) enables end-to-end CIS services as it maintains and supports a range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed as specified in the extant SHAPE SLA.

The Service Management Branch (SMB) supports the Agency’s Chief Operating Officer (COO), Operations Centre, and Service Lines, is responsible for liaison with all NCI Agency customers in the CSU’s AOR, supports the CSU Commander in the role as NCI Agency representative and provides a single entry point for customers. SMB contributes and/or conducts monitoring and measurement of customer satisfaction. SMB supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AOR. SMB supports Service Lines in the implementation and improvement of service management processes. This branch directs, co-ordinates and supervises all activities of the CSU’s assigned resources in support of Exercises, Operations, Plans, Requirements, Project and Service Management. SMB reports appropriate Key Performance Indicators to Service Lines on a regular basis.

The NCI Agency is looking for a talented multi-disciplined Information and Communication Technologies (ICT) Engineer with demonstrable practical experience in modern network operating systems, LAN and WAN infrastructure, network cabling infrastructure and voice and radio communications systems to join the CIS Support Unit in Mons, Belgium. If you have relevant education combined with the requirements of the post, we would like to meet you!

Role responsibilities

Under the direction of the Section Head Customer Relationship Management but largely on your own initiative, you will perform duties such as the following:

• Provide technical direction and engineering guidance to ensure timely delivery of service to customers;
• Investigate, define and resolve complex issues that impede agreed performance of services and processes;
• Advise on and lead the development of performance standards, methods and tools;
• Analyse plans, designs and requirements for associated risks, advise on solutions and mitigations;
• Design and plan implementations against time, cost, manpower and quality targets ensuring efficient and effective use of resources;
• Initiate technical, cost and manpower assessments for existing and emerging requirements;
• Engage with Service Lines, CSU elements and enablers for planning and prioritization;
• Plan and manage assigned local projects. Advise on technical aspects of service provision and delivery;
• Ensure CSU project management activities and teams perform in accordance with Agency directives and processes;
• Stay abreast of developments in ITIL and Project Management methodologies and tools and technology developments relevant to the CSU’s area of work. Supports the development and implementation of Agency Service Management directives and processes applicable to the CSU;
• Validate resource requirements formulated by the CSU, correlate them to short and long term NCI Agency strategy, and coordinate the preparation of financial planning documents and their defence;
• Advise on technical possibilities within the NCI Agency service portfolio, ensuring that requirements are understood, captured, exploited and coordinated with the Service Lines to support the expected customer outcomes;
• Provide technical, managerial and policy advice to his/her Branch Head;
• Assigned role as Service Delivery Manager for non-standard local services. Manage full lifecycle of the local services;
• Advise requestors in formulating, completing and correcting Service Requirement demands before submission to the Agency;
• Deputize for higher grade staff, if required;
• Perform other duties, as required.

Person specification

Qualifications and experience required

Master of Science (MSc) degree at a nationally recognized / certified university a related discipline and 2 years post-related experience or a Bachelor of Science (BSc) degree at a nationally recognized / certified university in a related discipline and 4 years post related experience. Exceptionally, the lack of a university/college degree may be compensated by the demonstration of a 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 the post.

Experience required

Multi-disciplined Information and Communication Technologies (ICT) Engineer with demonstrable practical experience in the following areas:

• Modern network operating systems;
• LAN and WAN infrastructure;
• Network cabling infrastructure;
• Voice and Radio communications systems;
• PRINCE2 Foundation certification or equivalent;
• Knowledge of service delivery management;
• Proven ability to effectively communicate orally and in writing, with good communication skills.

The following will be considered as an advantage:

• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT;
• Linux operating systems;
• Development and management of database systems;
• Scripting languages such as Python and PHP;
• Audio-visual infrastructure;
• Multimedia and Internet Protocol TV (IPTV) systems.

Competencies required
Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions;
Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;
Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience;
Analysing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system;
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.

Travel

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices; you may be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

 
Language skills

A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.

 
Contract

NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.

 
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:

• Renewal is in the interest of the Agency;
• Staff member's desire to remain with the Agency;
• The financial situation provides sufficient funding for the post held;
• The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding;
• Staff member has served the Agency with performance to the required standard as defined by the Agency;
• Staff member's deployability to operational theatre.

Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.

The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.

Please note: Due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.

 NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways.  Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals. Come and be part of the most successful alliance in history. 

 We are looking a talented Technician (Info Systems Administration) who is a flexible, highly motivated individual willing to take on challenging initiatives, capable of working both independently and with others in a team and able to follow through to deliver results. We use the latest technologies to solve challenging yet rewarding problems. Our solutions are used throughout NATO, saving lives and contributing to NATO’s success in protecting our nations.  The Technician (Info Systems Administration) is responsible for the delivery and support of local services to the Operational Network (ON) and Protected Business Network (PBN) used by NCI customers throughout North America.  If you have the relevant experience in the areas below and you enjoy working in a multicultural environment, and you want to be part of a highly skilled and motivated team, this post is ideal for you!

The Director of Service Operation (DSO) is accountable to plan, install, operate and maintain CIS services throughout the allocated Area of Responsibility (AOR), in static NATO Headquarters, Alliance Operations and Missions and Exercises, and supported Organisations. DSO and the CSUs receive support from the Agency’s Enabler functions (General Services, Human Resources, Finance, and Acquisition). DSO is the signature authority for Agency orders involving deployment of staff and equipment to operations and exercises and is responsible for maintaining operational situational awareness of and reporting on all Agency Communication and Information System (CIS) operations and services. DSO directs Asset Management and logistic support of all the NATO owned CIS equipment.

NCI Agency CIS Support Unit (CSU) Norfolk, is a dual-missioned unit supporting both the provision of CIS Services to HQ SACT and the provision of support and services to SACT’s capability development programme. The CIS Services provided enables end-to-end CIS services, installing, operating, maintaining and supporting the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR).

Role responsibilities

Under the direction of Section Head (Application Management), you will perform duties such as the following:

• Administration of assigned systems, which may include Active Directory, VMware Server and Desktop virtualization, Windows Servers, Windows Desktops, Linux Servers, and System Centre Configuration Manager;
• Analysis and implementation of user requirements ranging from creation of user accounts and customization of user profiles to system optimization to meet user or operational requirements;
• Administration of data backup and restore capabilities;
• Server and Client Hardware and Software troubleshooting, including Group Policy, DHCP, network and firewall issues, and system start up;
• Implementing and testing new software versions;
  Providing assistance and system fault resolution to local service desk and users;
• Write and debug PowerShell commands and scripts to automate system administration tasks;
• Develop and maintain Standard Operating Procedures for routine system administration tasks;
• Develop, maintain and optimize the hardware and software configuration for the assigned systems;
• Deputize for higher grade staff, if required;
• Perform other duties as may be required.

Person specification

Qualifications and experience required:
Vocational training at a higher level in a relevant discipline, leading to a professional, or equivalent combination of qualifications and experience – with a minimum 5 years or relevant experience.

Experience required

At least 5 years of experience in system administration of Windows and/or Linux Server environments;

Experience in system administration of large enterprise heterogeneous networks including Linux and Windows systems;

Experience in:

• Managing enterprise networks through the use of automation tools (i.e. SCCM, LANSweeper, etc.);
• Implementing and managing virtual/cloud environments;
• Troubleshooting enterprise networks with focus on server technologies;
• Building/writing scripts for system automation.

The following will be considered as an advantage:

• Experience working in cyber security including hardening systems and following system administration security best practices;
• Experience in Microsoft System Administration tools including Active Directory, SCCM, DHCP, DNS, and PowerShell;
• Current knowledge of advances in Information Technology;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Competencies required
Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Applying Expertise and Technology:  Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
Creating and Innovating - Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems.
Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
Following Instructions and Procedures - Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.

Travel

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices; you may be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

 
Language skills

A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.

 
Contract

NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.

 
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:

• Renewal is in the interest of the Agency;
• Staff member's desire to remain with the Agency;
• The financial situation provides sufficient funding for the post held;
• The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding;
• Staff member has served the Agency with performance to the required standard as defined by the Agency;
• Staff member's deployability to operational theatre.

Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.

The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.

Please note: Due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.