4072 HR Application Portfolio - Technical Delivery Lead

Contact One Communications, Inc.; Eigenbrakel; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Contact One Communications, Inc. in Belgium seeks an experienced IT professional to join the NBAC team, delivering COTS application support, cloud configuration (Azure/AWS), and AI‑related activities for NATO services.

You will own incidents, manage knowledge bases, and coordinate with vendors and user communities to ensure service continuity. Responsibilities include end‑user support, escalation, documentation, security compliance, and collaboration with service delivery managers and project

Qualifications

• Active NATO SECRET clearance required.
• Deep knowledge of end-user devices and networks.
• Expert knowledge of SQL Server/IIS based web applications.
• Cloud technologies in AWS and Azure.
• PKI and security best practices.
• Experience with .NET/Java/JS and other stacks.
• Strong incident, problem, change management and ITIL-aligned service delivery.
• Excellent communication and stakeholder management.
• 5+ years in technical delivery with team leadership.

Responsabilités

• Coordinate service delivery for COTS apps per SLA.
• Troubleshoot complex issues for end users.
• Log and track incidents in ticketing system.
• Escalate to vendors when needed.
• Maintain knowledge base with solutions.
• Support cloud config and security compliance.
• Collaborate with NCIA, NATO teams and vendors.
• Assist in change management and deployments.
• Prepare functional and technical specifications.

Connaissances

NATO clearance

End-user devices

SQL Server

IIS

Cloud technologies

PKI

CI/CD

Security governance

Team leadership

Description du poste

• COTS Application Support
• End-user Support
• Knowledge Base Management

Duties & Role:

1) COTS Application Support

• Coordinate, deploy and manage server applications running on Windows or Linux servers;
• Technical ownership: own the technical quality of the team's output.
• Gathering and reporting metrics and Key Performance Indicators (KPIs)
• Supporting in-service operations of the systems.
• Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
• Hands‑on contribution: retain meaningful hands‑on involvement (typically 20‑40% of time) to stay technically credible and to unblock the team.

2) Cloud Configuration (Azure, AWS)

• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

3) AI related activities

• Support COTS applications-AI integration

4) COTS End‑User Support

• Coordinate technical activities related to support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
• Troubleshoot and resolve complex issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

5) Incident Logging and Tracking

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

6) Escalation

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

7) Knowledge Base Management

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Contribute to analysis and documentation of new requirements and change requests.
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.

8) Technical

• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
• Gathering functional and non‑functional requirements, including drafting systems specifications.
• Support technical reviews, walkthroughs and audits.
• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.
• Support to change management, configuration management, release/deployment and testing.
• Standards adoption: implement the standards, security baselines and architecture patterns set by governance and the Senior Advisor; produce compliance evidence.

9) Communication and Collaboration

• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams
• Stakeholder liaison: work with product owners, other teams and suppliers; translate technical constraints into business language

Requirements

Skills, Knowledge & Experience

• The candidate must have a currently active NATO SECRET security clearance
• Deep understanding of end‑user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.
• Deep understanding of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Deep understanding of PKI.
• Expert knowledge relevant to software engineering and various application stacks: Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational Database Management Systems;Programming languages and platforms - .NET/C#, JAVA, JavaScript;Task automation through scripting in both Windows and Linux.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
• Experience and good knowledge of at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications
• Extensive experience in deployment and management of client- server applications, application integration and data transformation for application integration;
• Strong hands‑on depth in the team's core stack (e.g. .NET/Java/Python, cloud, containers and Kubernetes, CI/CD, SQL and NoSQL, IaC)
• Strong troubleshooting skills to diagnose and resolve complex issues.
• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non‑technical users in a clear and concise manner.
• Ability to work in cross‑functional application management/deployment teams.
• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.
• At least 5 years of relevant experience in technical delivery, including 1+ years leading a team (formally or as de facto lead)
• Practical ITIL-aligned service management: incident, problem, change, release;
• Demonstrated people leadership: coaching, structured feedback, handling underperformance and conflict;
• Very good knowledge and in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non‑functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools
• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.