NCIA exists for one reason: to ensure the Alliance can communicate securely and reliably, whether in critical political consultations or during complex military operations. We are a key enabler of NATO's core mission to keep one billion people safe.
Our technology and cyber experts power NATO's digital capabilities, from data-driven decision-making and secure networks to resilient operations and mission execution across land, air, sea, cyber and space domains.
This mission is made possible by our people. We are a team of around 3,500 civilian and military staff working across 30 locations throughout Europe and North America.
The Directorate of CIS Support Units (DCSU) manages, delivers and maintains communications and information systems products and services for NATO customers.
Through its CIS Support Units, DCSU provides the vital connection between customers and NCIA's wider service-delivery organisation.
CSU Brunssum is the local service provider and Service Management Authority for Joint Force Command Brunssum, delivering secure and reliable end-to-end services during peacetime, crisis and war.
About the Role
As Technical Coordination Officer, you will coordinate the implementation, maintenance and recovery of ICT end systems supporting CSU Brunssum and its customers. You will develop and test incident-management procedures, investigate high-impact issues, facilitate recovery and analyse recurring causes to reduce future disruption. You will also coordinate problem, availability, disaster-recovery and knowledge-management activity, provide specialist advice and monitor service delivery. Working with service owners, the Enterprise Service Operations Centre, technical teams and customer representatives, you will connect technical expertise with operational priorities and service improvement.
What You Will Do
·Develop, maintain and test incident-management procedures with service owners.
·Investigate escalated, non-routine and high-impact incidents and facilitate recovery.
·Initiate problem investigations and coordinate remedies and preventative measures.
·Analyse incident and problem trends and report process performance.
·Monitor service channels and apply agreed service standards to resolve or escalate issues.
·Provide specialist advice supporting planning and operations.
·Analyse availability and maintain disaster-recovery procedures and testing.
·Maintain knowledge-management systems, standards and content.
How You Will Contribute
Everything starts with the customer and the user. You will be expected to understand customer needs, maintain direct engagement and take ownership for reliable outcomes.
You will work collaboratively across organisational, professional and national boundaries, connecting customers with the right expertise and contributing to shared success across NCIA and the wider NATO Enterprise.
You will act with appropriate pace and sound judgement, address obstacles and improve delivery through insight gained from customers, users and operations.
What We Are Looking For
We are looking for candidates who meet the technical and professional requirements of the post and who can demonstrate:
·A strong focus on customer and user needs
·Ownership, initiative and accountability
·Sound judgement and practical problem-solving
·Effective collaboration across organisational and professional boundaries
·The ability to work productively with autonomy
·Adaptability and commitment to continuous improvement
·A commitment to delivering reliable services and outcomes
Essential Education and Experience
·Bachelor's degree in a related discipline with 2 years of post-related experience, or at least 6 years of extensive and progressive relevant experience.
·At least 2 years of practical experience implementing and maintaining ICT end systems in a large organisation.
·Extensive experience configuring hardware and software.
·Strong understanding of ICT systems and ability to solve problems independently.
·Practical experience troubleshooting technical issues and supporting end users.
·ITIL Foundation and relevant Oracle Linux, Microsoft Server or Cisco training or certification.
·A thorough knowledge of one NATO language.
Desirable Education and Experience
·International military and civilian experience.
·Knowledge of NATO responsibilities and organisation, including ACO and ACT.
Important Information Before Applying
·Candidates should review the complete Job Description before applying.
·Any selection or appointment will remain subject to the required organisational approvals, establishment and funding arrangements, security requirements and other applicable appointment procedures.
·Progression through the recruitment process does not constitute a firm offer of appointment.
·Candidates should rely only on formally confirmed information regarding applicable employment conditions, benefits and allowances.
How to Apply
Please review the complete Job Description before submitting your application.
Applicants must demonstrate how they meet the essential requirements and complete the prescreening questions included in the application.