Service Engineer (Operations & Lifecycle Management)

工作内容

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We seek personnel to join our team and support key client projects.

Whom We Are Supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO’s member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO’s communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems that NATO’s military commanders use to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO’s mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO’s information technology infrastructure, including its databases, applications, and servers.
  
  

Overall, the NCIA is critical in ensuring the security and effectiveness of NATO’s communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains, and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and, when required, stand together in the face of attack under Article V.

To provide these critical services in the modern, evolving, dynamic environment, the NCI Agency must build and maintain a high-performance-engaged workforce. The NCI Agency workforce strategically consists of three major categories: NATO International Civilians (NIC)s, Military (Mil), and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and comprise approximately 15 percent of the workforce.

Role Responsibilities

Engineers and supports the effectiveness and efficiency of Assigned IT Services in the area of responsibility (Operations & Lifecycle Management), such as Managed Devices, REACH Mobile Workspace, Print/Scan/Copy, and Enterprise Managed Mobility Devices throughout the service lifecycle, participating to each function as well as coordination and communication between support and service provider under the guidance of Section Head and Team Leader.

Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure Assigned services remain operational to guarantee the compliance with defined SLAs and ensure that the Assigned services remain operational on the state-of-art established and agreed.

Be accountable for technical knowledge management and for the creation and maintenance of operational procedures (including carry out technical briefings and presentations; write and/or review technical reports, technical designs, run-books, point-papers for internal publication).

Monitor and control (performs if required) the implementation and maintenance of authorised software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, to ensure that the established procedures for quality, configuration control, testing, documentation and security are correctly followed.

Monitor and control (performs if required) all the aspects of Devices and Software Lifecycle Management (including the specific IT Asset management practice and the preparation of detailed needs plans in terms of technological renewal for approval by the Section Head or Team Leader).

Support and assist the Section Head and the Team Leader on:

• Definition, implementation, monitoring, controlling and improvement of several management practices (including Incident, Change Enablement, Service Request, Problem, Release, Service Continuity, IT Asset, Service Level, Capacity and Performance, Monitoring and Event, Supplier, Service Configuration and Measurement, Knowledge, Risk and Reporting) of one or several services elements; Contribute to the creation, analysis and validation of the data / metrics and the necessary reports / dashboards.
• Monitoring the delivery performance of the services elements and proposing corrective actions where and when is necessary;
• All aspects of resources management (distribution, allocation, planning, estimation and execution), contributing for the creation of a high performance team and its evolution.
• Management of all underpinning contracts, including the analysis and validation of operational reporting based on metrics and KPIs;
• Contribute to the definition of metrics and KPIs or their enhancement as required.
• Management of small internal projects (or work packages) for improvement and / or adaptation, as well as the as the management of involvement needs (skills, resources, etc.) in projects external to the section.
• The Identification of operational problems and contribute / assume the ownership to their resolution
• Promoting a SLA (zero breaches) culture and a high service quality
• Provide personal, technical and professional support and guidance for section staff and in the development and tutoring to staff as an integral part of their career development
• Actively participate and support Continuous Service Improvement (CSI) for assigned services.
• The incumbent may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract.
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.
  
  

Required Skills And Experience

• Prior experience of working in an international environment.
• Working knowledge on Resource and Services Management (i.e. SLA compliancy);
• Knowledge and experience related to design, implementation, operation, maintenance, support, configuration and administration of Smartphones and Tablets (e.g. iPhones and iPads);
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies
  
  

Required Certifications

• IT Service Management framework, such as ITIL v3/v2011 or ITIL 4;
• Project Management, such as PMI, PRINCE2 or PM2 ;
  
  

Security Clearance

• National or NATO secret
  
  

Work Arrangement

• Onsite – Braine-l’Alleud, BE
  
  

Contract Duration

• Start date - 4 December 2023
• End date - 31 December 2023
  
  

We never know what new opportunities might be just over the horizon. If this opportunity isn’t for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.