Principal Technician (Incident Resolution)

· Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience
· 3+ years practical experience in implementation of ITIL Service Operations processes, preferably in an Operations Centre environment
· 3+ year experience of working in a large and matrixed corporate environment
· Experience in analyses and reviews of business processes; in order to identify alternative solutions to exploit new technologies and automation
· Experience assessing feasibility of business process changes, and recommending new approaches - and manage execution of business process improvements
· Good knowledge and experience of Telecommunications / Network / Information Technology solutions and products
· A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable

Desirable Qualifications/Experience:
· PRINCE2 Foundation or equivalent
· ITIL V3 or 4 Foundation or equivalent
· ITIL CSI or Six Sigma Green belt or equivalent
· 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:
· Innovation:
ü Lead the management of innovation initiatives and sourcing opportunities, cultivating an environment that embraces forward-thinking approaches
ü Implement creative practices supporting agile work dynamics, collaborating with both internal and external stakeholders
ü Ensure coherence within ESOC with the established governance and strategies concerning innovation and sourcing
ü Infuse inventive strategies throughout business units, seamlessly connecting strategic execution with forward-looking innovations
· Continual Improvement:
ü Drive service improvements by utilizing metrics to define key performance indicators and support critical success factors in managing service delivery
ü Monitor progress in processes and technology, guiding teams for the smooth integration of new methods
ü Introduce enhancements through the operational application of automation and innovation approaches
· Risk Management:
ü Maintain comprehensive documentation of risks, threats, vulnerabilities, and mitigation actions
ü Actively support risk management activities within specific functions, technical areas, or projects
ü Identify, assess, and coordinate mitigation strategies for risks, involving specialists and domain experts as needed
· Project Management:
ü Actively participate in the support planning phases of projects and collaborate with stakeholders to define the project support model development
ü Prepare and maintain acceptance criteria for projects transitioning to Service Operations
ü Monitor project transition and coordinate corrective actions when required ensuring stakeholder engagement is managed appropriately
· Deputise for higher-grade staff, if required
· Perform other duties as may be required
· Working Environment: Working underground and/or secured areas. Working hours based on a shift pattern might be required
· Travel:
ü Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices
ü May be required to undertake duty travel to operational theatres inside and outside NATO boundaries