L3 Application Support (COTS & Cloud Technologies) #1

Contenuto del lavoro

Experience And Education

Essential Qualifications/Experience:

• Technical Proficiency:
  
  

ü Understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads

ü Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory

ü Expert knowledge of Microsoft SQL Server 2016-2022 and IIS based web servers

ü Expert knowledge of networking infrastructure

ü Understanding of cloud technologies and deployment

ü Expert knowledge of PKI

ü Deep understanding of security constraints and requirements in CIS

ü Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards

ü Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint

ü Experience and good knowledge of the following COTS technology:

• GENPACT Sequence Kinetics or Sequence Cora
• CITI Manage ID
  
  

ü Experience in human resource (HR) IT applications related to personnel, posts, organisations, identity management and badges

ü Experience (at least two years) 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
• Application release and deployment management
• Configuration management practices and tools
• Application Lifecycle Management concept and tools
  
  

ü Knowledge of NATO HR processes

ü Knowledge and experience in state-of-the-art technologies, relevant to software engineering:

• Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications
• Application server technologies and Relational data base management systems
• Programming languages and platforms like .NET, C#, JAVA, JavaScript
• Communication and Interpersonal Skills:
  
  

ü French language proficiency is of advantage

• Others:
  
  

ü Must have the nationality of one of the NATO nations

ü Prior experience of working in an international environment comprising both military and civilian elements

Duties/Role

• Atlassian Products configuration and automation (on-prem or private cloud)
  
  

ü Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products

ü Ensure seamless integration with internal and external applications and systems

• Containerization and Kubernetes
  
  

ü Design, implement, and manage Kubernetes environment that run in private cloud environments

• Cloud Configuration (Azure, AWS)
  
  

ü Configure CI/CD Pipelines

ü Manage EntraID Groups and Roles

ü Manage and configure different Cloud components

• COTS End-User Support:
  
  

ü Provide third-level support for end-user queries

ü Troubleshoot and resolve software issues, ensuring minimal disruption to users

ü Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution

• Incident Logging and Tracking:
  
  

ü Log and track support incidents using the helpdesk ticketing system

ü Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels

• Escalation:
  
  

ü Escalate complex issues to vendor support or appropriate teams when necessary

ü Follow up on escalated issues to ensure timely resolution and user satisfaction

• Knowledge Base Management:
  
  

ü Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions

ü Share knowledge and best practices with team members to improve overall service quality

• Technical:
  
  

ü Controlling, managing and providing access to the restricted areas managed by the business area

ü Ensuring the proper functionality and security of software and hardware managed by the NBAC

ü Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications

ü Providing support to NBAC team for security approval and accreditation of software applications and CIS

ü 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

• Communication and Collaboration:
  
  

ü Communicate effectively with users to understand their issues and provide clear instructions

ü Collaborate with IT teams to resolve issues and improve service delivery