Incident Management Coordinator SO4

Sentior, Ltd.; Eigenbrakel; À distance; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Sentior, Ltd. is seeking an Incident Management Coordinator to support the NCI Agency’s operational services from on-site in Belgium.

You will coordinate incident response, prioritise issues, and guide technical teams toward swift restoration of services, while ensuring strict documentation and SLA adherence. The role requires a bachelor’s degree in a related discipline and at least two years of post-degree experience, with strong problem-solving and risk assessment capabilities.

Qualifications

• Bachelor's degree in a related discipline.
• At least two years of post-degree experience.
• Experience coordinating engineering teams to resolve incidents quickly.
• Experience with telecommunications and information systems.
• Excellent written and spoken English; NATO language knowledge is a plus.

Responsabilités

• Coordinate incidents: prioritize and diagnose incidents, engage resolver groups, escalate unresolved issues, and support service recovery.
• Improve incident and problem management: test and refine incident procedures, initiate investigations and define fixes.
• Support continuity planning: develop and maintain business continuity and disaster recovery documentation, lead continuity exercises.
• Manage security and operational risk: apply security controls, conduct risk assessments, identify vulnerabilities and mitigation options, communicate risks to stakeholders.
• Work with customers and stakeholders: manage issues, corrective actions and lessons learned, keep parties informed.

Connaissances

Incident management

NATO language

Formation

Bachelor's degree in related discipline

Description du poste

Incident Management Coordinator SO4 , C005411Location: Braine-l’Alleud, Belgium — full-time on-siteSecurity clearance: NATO SecretReference: C005411We are looking for an Incident Management Coordinator to support the NCI Agency’s operational services. The role centres on coordinating the response to incidents, helping technical teams restore services quickly, and ensuring that issues are tracked through to resolution. You will also contribute to problem management, continuity planning, information security and communication with stakeholders.What you’ll do- Coordinate incidents: Prioritise and diagnose incidents, engage the appropriate resolver groups and service owners, escalate unresolved issues, and support service recovery. Ensure incidents are documented and closed in line with agreed procedures and service level targets.- Improve incident and problem management: Help test and refine incident procedures. Initiate and monitor investigations into underlying problems, agree fixes and preventive measures with colleagues, and use patterns and trends to identify improvements.- Support continuity planning: Develop and maintain business continuity and disaster recovery documentation. Help prepare test plans and carry out continuity management exercises.- Manage security and operational risk: Apply required security controls, conduct basic risk assessments for smaller information systems, identify vulnerabilities and potential risks in technical solutions, and recommend mitigations. Communicate risks to business stakeholders and support investigations into suspected attacks or security breaches.- Work with customers and stakeholders: Manage issues, corrective actions and lessons learned; keep relevant parties informed; and use feedback to improve working relationships and service delivery.- Monitor service standards: Collect service performance data, help evaluate service standards, resolve or escalate issues against those standards, and provide technical briefings to staff.What you’ll bringYou should have a bachelor’s degree in a related discipline and at least two years of relevant post-degree experience. Exceptionally, candidates without a university degree may be considered if they can demonstrate at least six years of extensive and progressive experience directly related to the role.You will also need:- Experience identifying and resolving complex problems, including knowing when to escalate them.- CIS operational or planning experience and a systematic approach to problem solving.- Practical experience coordinating engineering teams to resolve incidents quickly, within SLA targets, and with the right resolver group and service owner.- Extensive experience with telecommunications and information systems in both static and deployed environments.- Experience in demanding customer-facing roles.We are looking for someone who works methodically, maintains high standards of quality and service, and follows issues through to completion. You should be comfortable adapting to changing priorities, working with different stakeholders and taking ownership of demanding goals.Thorough written and spoken knowledge of one NATO language is essential; some knowledge of the other is desirable. Most NCI Agency work is conducted in English.Working arrangements and travelThe position is full-time on-site in Braine-l’Alleud for the stated contract period, with a total requested scope of 200 hours. Business travel may be required to other NCIA offices and to NATO and national facilities. Travel to Mons may occur up to twice a month, and travel to operational theatres inside or outside NATO boundaries may also be required. The Agency expects the duty location to move to its new headquarters in Brussels in 2027.