Description
Start date: Negotiable
Clearance: NATO Secret or equivalent
Location: Braine-l'Alleud, Belgium
Duties & Role:
1) COTS Application Support
• Coordinate, deploy and manage server applications running on Windows or Linux servers;
• Technical ownership: own the technical quality of the team's output.
• Gathering and reporting metrics and Key Performance Indicators (KPIs)
• Supporting in-service operations of the systems.
• Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
• Hands-on contribution: retain meaningful hands-on involvement (typically 20–40% of time) to stay technically credible and to unblock the team.
2) Cloud Configuration (Azure, AWS)
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components
3) AI related activities
• Support COTS applications-AI integration
4) COTS End-User Support:
• Coordinate technical activities related to support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
• Troubleshoot and resolve complex issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
5) Incident Logging and Tracking:
• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
6) Escalation:
• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.
7) Knowledge Base Management:
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Contribute to analysis and documentation of new requirements and change requests.
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.
8) Technical:
• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
• Gathering functional and non-functional requirements, including drafting systems specifications.
• Support technical reviews, walkthroughs and audits.
• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.
• Support to change management, configuration management, release/deployment and testing.
• Standards adoption: implement the standards, security baselines and architecture patterns set by governance and the Senior Advisor; produce compliance evidence.
9) Communication and Collaboration:
• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams
• Stakeholder liaison: work with product owners, other teams and suppliers; translate technical constraints into business language
Requirements
Skills, Knowledge & Experience:
• The candidate must have a currently active NATO SECRET security clearance
• Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.
• Deep understanding of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Deep understanding of PKI.
• Expert knowledge relevant to software engineering and various application stacks: Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational Database Management Systems;Programming languages and platforms - .NET/C#, JAVA, JavaScript;Task automation through scripting in both Windows and Linux.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
• Experience and good knowledge of at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications
• Extensive experience in deployment and management of client- server applications, application integration and data transformation for application integration;
• Strong hands-on depth in the team's core stack (e.g. .NET/Java/Python, cloud, containers and Kubernetes, CI/CD, SQL and NoSQL, IaC)
• Strong troubleshooting skills to diagnose and resolve complex issues.
• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.
• Ability to work in cross-functional application management/deployment teams.
• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.
• At least 5 years of relevant experience in technical delivery, including 1+ years leading a team (formally or as de facto lead)
• Practical ITIL-aligned service management: incident, problem, change, release;
• Demonstrated people leadership: coaching, structured feedback, handling underperformance and conflict;
• Very good knowledge and in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools
• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues
Clearance: NATO Secret or equivalent
Location: Braine-l'Alleud, Belgium
Duties & Role:
1) COTS Application Support
• Coordinate, deploy and manage server applications running on Windows or Linux servers;
• Technical ownership: own the technical quality of the team's output.
• Gathering and reporting metrics and Key Performance Indicators (KPIs)
• Supporting in-service operations of the systems.
• Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
• Hands-on contribution: retain meaningful hands-on involvement (typically 20–40% of time) to stay technically credible and to unblock the team.
2) Cloud Configuration (Azure, AWS)
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components
3) AI related activities
• Support COTS applications-AI integration
4) COTS End-User Support:
• Coordinate technical activities related to support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
• Troubleshoot and resolve complex issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
5) Incident Logging and Tracking:
• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
6) Escalation:
• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.
7) Knowledge Base Management:
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Contribute to analysis and documentation of new requirements and change requests.
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.
8) Technical:
• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
• Gathering functional and non-functional requirements, including drafting systems specifications.
• Support technical reviews, walkthroughs and audits.
• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.
• Support to change management, configuration management, release/deployment and testing.
• Standards adoption: implement the standards, security baselines and architecture patterns set by governance and the Senior Advisor; produce compliance evidence.
9) Communication and Collaboration:
• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams
• Stakeholder liaison: work with product owners, other teams and suppliers; translate technical constraints into business language
Requirements
Skills, Knowledge & Experience:
• The candidate must have a currently active NATO SECRET security clearance
• Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.
• Deep understanding of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Deep understanding of PKI.
• Expert knowledge relevant to software engineering and various application stacks: Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational Database Management Systems;Programming languages and platforms - .NET/C#, JAVA, JavaScript;Task automation through scripting in both Windows and Linux.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
• Experience and good knowledge of at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications
• Extensive experience in deployment and management of client- server applications, application integration and data transformation for application integration;
• Strong hands-on depth in the team's core stack (e.g. .NET/Java/Python, cloud, containers and Kubernetes, CI/CD, SQL and NoSQL, IaC)
• Strong troubleshooting skills to diagnose and resolve complex issues.
• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.
• Ability to work in cross-functional application management/deployment teams.
• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.
• At least 5 years of relevant experience in technical delivery, including 1+ years leading a team (formally or as de facto lead)
• Practical ITIL-aligned service management: incident, problem, change, release;
• Demonstrated people leadership: coaching, structured feedback, handling underperformance and conflict;
• Very good knowledge and in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools
• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues