Technical Delivery Lead

spektrum; Eigenbrakel; Sur place; EUR 60 000 - 95 000; Plein temps

Résumé du poste

Spektrum supports apex purchasers and their Defence sectors with a range of specialist services. The NATO Communications and Information Agency (NCIA) requires a capable COTS application support professional to coordinate server applications and cloud configurations while maintaining security and performance across enterprise systems.

The role involves incident handling, knowledge-base contributions, and close collaboration with CIS Support Units to ensure reliable daily operations in a NATO

Responsabilités

• 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 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: 20-40% time to stay technically credible and unblock the team

Description du poste

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 - C005028

Role Duties and Responsibilities

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.

Cloud Configuration (Azure, AWS)

Manage EntraID Groups and Roles

Manage and configure different Cloud components

AI related activities

Support COTS applications‑AI integration

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.

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.

Escalation

Escalate complex issues to vendor support or appropriate teams when necessary.

Follow up on escalated issues to ensure timely resolution and user satisfaction.

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.

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 b