ITIL Operations Engineer

at  Spektrum

Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
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.

ESSENTIAL SKILLS AND EXPERIENCE

• ITIL Service Operations;
• ITIL Foundation
• Very good understanding of telecommunications / network / information technology solutions & products.
• Service operations and service management skills and experience based on ITIL principles and following a customer/user focused approach and the use of related toolsets (e.g. ITSM).
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements;
• Strong analytical, organization, multitasking and prioritization skills;
• Technical leadership experience;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation

EDUCATION

• A Master of Science (MSc) degree at a nationally recognised/certified University in a related subject and 2 years post-related experience, or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject and 4 years post related experience, or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 10 years extensive and progressive expertise in the duties related to the function of the post;

Under the direction of the responsible manager, they will perform duties such as the following:

• Ensuring the effective use of event management process and toolsets as required;
• Ensuring effective and timely resolution of IT Incidents: impact assessment and prioritization of IT incidents; dispatching of incidents to the relevant technical elements for resolution; validation and verification of the solution proposed; revision of the incident documentation; structured reporting; problem initiation, as recommendable;
• Problem Management initiation, as required;
• Authorized Service Interruption / Scheduled Outage (ASI/SO) approval and coordination, to minimize scheduled downtime and its effects of the Customer’s business;
• Participation in the Change Management process to ensure that roll-outs, new releases and modifications to existing services happen in a coordinated manner and with the explicit awareness of the affected customers;
• Delivering of technical advice, coordination, support and assistance in respect of Operations Centre Incident Response;
• Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful outcomes;
• Liaise with other Operations Centre’s entities and NCIA Service Lines to provide, maintain and improve the incident management toolset for best practice;
• Gather, Process and Analyze Information and Data to ensure continual service improvement;
• Monitoring the effectiveness of incident management within the NCC and making recommendations for improvement;
• Monitor and life-cycle management of IT assets within the NCC;
• Creation and review of all incident management checklists, logs and tickets on a daily basis, providing follow-up actions and feedback as necessary;
• Driving, developing, managing and maintaining the major incident process and associated procedures;
• Reviewing and auditing the incident management process within the NCC;
• Work on own initiative with limited supervision, may lead others as required;
• Deputize for higher grade staff, as required;
• Perform other duties as may be required.