Senior DCIS Technician

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – C004751

Role Duties and Responsibilities

• Being responsible for efficiently resolving incidents in an organization's IT or operational environment;
• Keeping their primary focus on minimizing the impact upon business operations by leading and coordinating responses during critical incidents;
• Communicating with stakeholders, document incident details, and analysing root causes to improve incident management processes;
• Assessing the severity of incidents and escalating to higher management or specialized teams when necessary;
• Coordinating various teams, conducting post-incident analysis, and implementing preventive measures;
• Maintain business continuity and service reliability through a rapid and structured response to Incident Management.
• Applies a structured approach to develop and document the detail for a continuity plan.
• Maintains documentation of business continuity and disaster recovery plans.
• Supports the development of a test plan and implementation of continuity management exercises.
• Applies and maintains specific security controls as required by organisational policy and local risk assessments.
• Communicates security risks and issues to business managers and others.
• Performs basic risk assessments for small information systems.
• Contributes to the identification of risks that arise from potential technical solution architectures.
• Suggests alternate solutions or countermeasures to mitigate risks.
• Defines secure systems configurations in compliance with intended architectures.
• Supports investigation of suspected attacks and security breaches.
• Carries out risk management activities within a specific function, technical area or project of medium complexity.
• Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business.
• Involves specialists and domain experts as necessary.
• Ensures that incidents are handled according to agreed procedures.
• Prioritises and diagnoses incidents.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents.
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents.
• Contributes to testing and improving incident management procedures.
• Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
• Determines problem fixes and remedies.
• Collaborates with others to implemented agreed remedies and preventative measures.
• Supports analysis of patterns and trends to improve problem management processes.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
• Implements stakeholder engagement/communications plan.
• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.
• Monitors service delivery channels and collects performance data.
• Assists with the specification, development, research and evaluation of service standards.
• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Perform other duties as may be required.
• Deputise for higher grade staff, if required

Essential Skills, Experience and Certifications

• Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level;
• CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;
• Knowledge of Services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner;
• Extensive experience with telecommunications and information systems in both static and deployed environments;
• Experience is demanding customer facing roles.
• Courses/certifications in IT, risk management;
• ITIL 4 Foundation;
• ITSM - Incident Management;
• ITSM - Request Fulfilment and Change Management

Education

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
• Or exceptionally, the lack of a university 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 6 years extensive and progressive expertise in duties related to the function of the post.

Working Location

• Brunssum, Netherlands

Working Policy

• On-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance