C003404 Principal technician (ESOC Problem Coordinator) (CTS) - WED 28 Feb
EMW, Inc., Netherlands

Deadline Date: Wednesday 28 February 2024

Requirement: Principal technician (ESOC Problem Coordinator)

Location: Brunssum, NL

Full time on-site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1200

Required Start Date: 8 April 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO COSMIC TOP SECRET

Duties and Role:

• Supporting all areas of the ESOC. Performs other duties as required, or directed by ITOM, DCO's/DDCO's,
• 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.

Requirements

Skill, Knowledge amp; Experience:

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
• 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.
• At least three 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 Experience and Education:

• 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

Job Rewards and Benefits