NATO | Incident Management Coordinator

NCIM; Eigenbrakel; On-site; EUR 70,000 - 95,000; Full time

Job summary

NCI Agency in Belgium seeks an Incident Management Coordinator to lead IT and CIS incident response from assessment to service restoration. You will assemble resolver groups and service owners, keep stakeholders informed, and drive recovery within SLA targets.

The role demands coordinating engineering teams, extensive CIS operations experience, and strong customer-facing communication. On-site work in Belgium with potential travel and future move to Brussels.

Qualifications

• Related bachelor's degree with 2+ years post-degree IT incident experience, or 6+ years of equivalent expertise.
• CIS operations experience and a structured approach to solving problems.
• Experience coordinating engineering teams, resolver groups, and service owners to resolve incidents within SLA.
• Extensive experience with telecommunications and information systems in diverse environments.
• Strong customer-facing communication, escalation judgment, and methodical work style.
• Fluent in English; NATO language skills are a plus.

Responsibilities

• Prioritise and diagnose incidents, manage escalations, document actions, and ensure closure per procedures.
• Test and improve incident management procedures; investigate recurring problems and fixes.
• Maintain business continuity and disaster recovery docs, and support continuity tests.
• Apply information security controls, assess risks, and support investigations into breaches.
• Communicate with customers and stakeholders, track corrective actions and lessons learned.

Skills

Incident coordination

SLA management

Stakeholder communication

CIS operations

Engineering team coordination

English proficiency

Education

Bachelor's degree

Job description

PLEASE NOT: NATO Secret clearance is mandatory.

I'm looking for candidates for an Incident Management Coordinator for the NCI Agency (NATO).

Location: Braine-l'Alleud, Belgium (Will be moved to the office in Brussels in 2027)- full-time on-site

This role focuses on coordinating IT and CIS incidents from initial assessment through service recovery and closure. You'll bring the right resolver groups and service owners together, keep stakeholders informed, and help technical teams restore services within agreed SLA targets.

Your responsibilities will include:

• Prioritising and diagnosing incidents, managing escalations, documenting actions, and ensuring incidents are resolved and closed under agreed procedures.
• Testing and improving incident management procedures; investigating recurring problems and coordinating fixes and preventive measures.
• Maintaining business continuity and disaster recovery documentation, and supporting continuity test plans and exercises.
• Applying information security controls, assessing operational and technical risks, recommending mitigations, and supporting investigations into suspected security breaches.
• Communicating with customers and stakeholders, tracking corrective actions and lessons learned, and monitoring service performance and standards.

What you'll need:

• A related bachelor's degree plus at least two years of relevant post-degree experience; exceptionally, at least six years of extensive, progressive experience related to the role may compensate for the lack of a degree.
• CIS operational or planning experience and a structured approach to solving complex problems.
• Experience coordinating engineering teams, resolver groups, and service owners to resolve incidents within SLA targets.
• Extensive experience with telecommunications and information systems in both static and deployed environments.
• Strong customer-facing communication, sound escalation judgment, and the ability to work methodically under changing priorities.
• Thorough written and spoken knowledge of one NATO language. Most NCI Agency work is conducted in English.

Business travel may be required, including travel between NCIA offices. Trips to Mons may occur up to twice a month, and travel to NATO or national facilities and operational theatres may be required. The duty location is expected to move to Brussels in 2027.