Principal technician (ESOC Problem Coordinator)

Principal technician (ESOC Problem Coordinator)

• Working Location: Brunssum, Netherlands
  
• Security Clearance : NATO Cosmic Top Secret
  
• Language: High proficiency level in English language
  
  

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

· Higher vocational training in a relevant discipline with 3 years experience directly related to this position, or secondary educational completion with five years experience directly related to this position
· Professional experience and knowledge of telecommunications, network, information technology solutions and products
· Work experience in roles requiring the ability to handle multiple incidents/problems simultaneously while adapting to constantly changing requirements
· ITIL Foundation current certification or similar certification
· 3+ years experience in service management (i.e. Incident, problem and change management) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. Information Technology Service Management (ITSM))

Desirable Qualifications/Experience:
· Previous experience working in a Network Operations Centre/Service Operations Centre
· ITIL v3 Service Operations or ITIL4 Create, Deliver, and Support
· CCNA certified and/or COMPTIA Network+
· Network Monitoring tools, such as DX SPECTRUM, Performance Management Centre and Splunk
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:
· Supporting all areas of the ESOC. Performs other duties as required, or directed by ITOM, DCOs/DDCOs
· Responsible for co-ordination with internal Organizational Elements and external entities to restore NCIA provisioned services
· Support Problem Management process at Enterprise level and handle with day-to-day activities related to this process
· Support Organizational Elements (Business Areas, CSUs) with the Problem Management process and practice
· Support SMC Problem Manager and participate on Enterprise and Local Problem Governance Boards.
· Actively reviews Performance Management objectives, builds up and maintains a personal development plan ensuring regular monitoring to accomplish set goals
· Collaboration to Continual Service Improvement (CSI) process
· Participates in the development and delivery of the required on the-job training to other technicians.
· If required, deploy to all ESOC sites
· If required, participate in training at the NCI Agency Academy
· Deputise for higher-grade staff, if required
· Perform other duties as may be required