ICT Incident & Service Reliability Lead

NATO Communications and Information Agency (NCIA); Brunssum; On-site; EUR 70,000 - 95,000; Full time

Job summary

NCIA, based in the Netherlands, seeks a Technical Coordination Officer for CSU Brunssum to coordinate ICT end systems, maintain incident-management procedures and drive recovery and problem resolution. You will analyse trends, advise on services and work with multiple teams to ensure reliable operations across NATO customers.

You will collaborate across organisational boundaries, connect technical expertise with operational priorities, and support continuous service improvements while delivering

Qualifications

• Strong customer and user need focus.
• Ownership, initiative and accountability.
• Sound judgement and practical problem-solving.
• Effective collaboration across boundaries.
• Ability to work productively with autonomy.
• Adaptability and commitment to continuous improvement.
• Commitment to delivering reliable services and outcomes.

Responsibilities

• Develop, maintain and test incident-management procedures with service owners.
• Investigate escalated, non-routine and high-impact incidents and facilitate recovery.
• Initiate problem investigations and coordinate remedies and preventative measures.
• Analyse incident and problem trends and report process performance.
• Monitor service channels and apply agreed service standards to resolve or elevate issues.
• Provide specialist advice supporting planning and operations.
• Analyse availability and maintain disaster-recovery procedures and testing.
• Maintain knowledge-management systems, standards and content.

Skills

Customer focus

Ownership

Problem solving

Collaboration

Autonomy

Adaptability

Reliability

Education

Bachelor's degree or equivalent with relevant experience

ITIL Foundation and Oracle Linux / MS Server / Cisco training

Job description

NCIA, based in the Netherlands, seeks a Technical Coordination Officer for CSU Brunssum to coordinate ICT end systems, maintain incident-management procedures and drive recovery and problem resolution. You will analyse trends, advise on services and work with multiple teams to ensure reliable operations across NATO customers.

You will collaborate across organisational boundaries, connect technical expertise with operational priorities, and support continuous service improvements while delivering