Technical Coordination Officer

Job Posting Organization:
NCIA (NATO Communications and Information Agency) is dedicated to ensuring secure and reliable communication for NATO, supporting critical political consultations and complex military operations. Established to enhance NATO's core mission, NCIA employs around 3,500 civilian and military staff across 30 locations in Europe and North America, focusing on technology and cyber capabilities that facilitate data-driven decision-making and resilient operations across various domains including land, air, sea, cyber, and space.

Job Overview:
As a Technical Coordination Officer, you will play a pivotal role in coordinating the implementation, maintenance, and recovery of ICT end systems that support CSU Brunssum and its customers. Your responsibilities will include developing and testing incident-management procedures, investigating high-impact issues, facilitating recovery efforts, and analyzing recurring causes to minimize future disruptions. You will also be responsible for coordinating problem management, availability, disaster recovery, and knowledge management activities, ensuring that service delivery meets operational priorities and customer needs. This role requires a strong focus on customer engagement and collaboration across various teams to enhance service improvement and operational efficiency.

Duties and Responsibilities:

• Develop, maintain, and test incident-management procedures in collaboration with service owners.
• Investigate escalated, non-routine, and high-impact incidents, facilitating recovery processes.
• Initiate problem investigations and coordinate remedies and preventative measures to mitigate future issues.
• Analyze incident and problem trends, reporting on process performance to inform improvements.
• Monitor service channels, applying agreed service standards to resolve or escalate issues as necessary.
• Provide specialist advice to support planning and operations, ensuring alignment with customer needs.
• Analyze service availability and maintain disaster-recovery procedures, including regular testing.
• Maintain knowledge-management systems, ensuring standards and content are up-to-date and accessible.

Required Qualifications:
Candidates must possess a strong focus on customer and user needs, demonstrating ownership, initiative, and accountability in their work. They should exhibit sound judgment and practical problem-solving skills, along with the ability to collaborate effectively across organizational and professional boundaries. The role requires the ability to work productively with autonomy, adaptability, and a commitment to continuous improvement, ensuring reliable service delivery and outcomes.

Educational Background:
A Bachelor's degree in a related discipline is required, along with either 2 years of post-related experience or at least 6 years of extensive and progressive relevant experience. Candidates should have practical experience implementing and maintaining ICT end systems in a large organization, as well as extensive experience in configuring hardware and software. A strong understanding of ICT systems and the ability to troubleshoot technical issues independently is essential, along with ITIL Foundation certification and relevant training or certification in Oracle Linux, Microsoft Server, or Cisco.

Experience:
Candidates should have at least 2 years of practical experience in implementing and maintaining ICT end systems within a large organization. Extensive experience in configuring hardware and software is also required, along with a strong understanding of ICT systems and the ability to independently solve problems. Practical experience in troubleshooting technical issues and providing support to end users is essential for this role.

Languages:
A thorough knowledge of one NATO language is mandatory for this position. Additional language skills may be considered advantageous but are not explicitly required.

Additional Notes:
Candidates are advised to review the complete Job Description before applying. Any selection or appointment will be subject to required organizational approvals, establishment and funding arrangements, security" style="border-bottom: 1px dotted #007bff !important;">security requirements, and other applicable appointment procedures. Progression through the recruitment process does not guarantee a firm offer of appointment. Applicants must demonstrate how they meet the essential requirements and complete the prescreening questions included in the application.