Incident Manager

Who we are:

For more than 70 years NATOs mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA a team of 3000 civilian and military staff in 29 locations throughout Europe North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations protect NATOs airspace make data-driven decisions defend against cyber-attacks secure NATO networks and maintain superiority in space. This is all possible because of our greatest force our order to keep this edge we aim to hire train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Mons you will join the Agency as we embark on a journey to transform our IT services to support NATOs Digital Endeavour. You will be part of the NATO Infrastructure Services Centre (NISC) responsible for the end-to-end lifecycle of critical IT services supporting NATO operations.

We are seeking a driven and enthusiastic Incident Manager (internally advertised as Incident Management Coordinator) who will act as a central coordination point for NISC service operations and ensure smooth effective incident problem and continuity management across a complex technical environment.

Your responsibilities will include:

Incident & Problem Management

• Ensure all incidents are prioritised diagnosed escalated and resolved following agreed procedures documenting outcomes and contributing to continual improvement.

• Investigate underlying causes of incidents and support the development and implementation of problem fixes and preventative actions.

• Serve as NISCs point of contact for Problem Management and participate in trend and pattern analysis to prevent reoccurrence.

Service Operations Coordination & Documentation

• Produce maintain and improve operational documentation including the NISC Incident Management Standard Operating Instruction (SOI).

• Coordinate with NISC Service Level Management and Service Operations leadership to align all NISC elements supporting service operations.

• Maintain operational flowcharts metrics dashboards graphs and other artefacts that enable situational awareness and informed decision-making.

• Support service transition documentation and assist in analysing service delivery performance against contractual baselines.

Operational Liaison & Representation

• Permanently represent NISC within the Enterprise Service Operations Centre (ESOC) serving as the liaison point to Duty Control Officers Customer Service Desk and Operations Coordinators.

• Maintain real-time oversight of all NISC support network domains ensuring incident service request and change queues in the ITSM tool remain healthy and up to date.

Continuity Management & Information Security

• Support development and testing of continuity management plans and business impact analyses.

• Apply basic security controls conduct small-scale risk assessments identify vulnerabilities and recommend countermeasures.

• Contribute to investigations of suspected security breaches and ensure systems comply with intended secure configurations.

Risk & Stakeholder Management

• Identify risks assess their impact and likelihood propose mitigation strategies and involve domain experts when required.

• Build and maintain relationships with customers and stakeholders collecting feedback addressing issues and supporting communication plans.

Customer Service Support

• Monitor service delivery channels gather performance data support definition of service standards and provide technical briefings when needed.

For a full list of duties please review the job description on the NCIA career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency that is at least 6 years extensive and progressive expertise in duties related to the function of the post.

• CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;

• Practical experience coordinating engineering teams so that incidents are resolved as quickly as possible within the SLA targets and the right Resolver Group and Service Owner;

• Extensive experience with telecommunications and information systems in both static and deployed environments;

• Strong understanding of ticketing toolset system with proven experience coordinating incident tickets amongst diverse organizational elements;

• Fluency in English both written and spoken

What we offer:

• Meaningful work supporting the most successful alliance in history.

• A 5-year contract with competitive tax-free salary and allowances.

• Expatriate benefits (when applicable) including education and home-leave provisions.

• Excellent private health insurance.

• 30 days of annual leave plus official holidays.

• NATO Pension Scheme.

• Access to professional development training and wellbeing programmes.

• To learn more about NCIA and our work please visit our website.

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender gender identity race ethnic or cultural origin age religion sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of applicationcan be found via the NCIA career site.