Deadline Date: Tuesday 31 December 2024
Requirement: Incident Management Coordinator
Location: 50% on-site in Braine-l'Alleud, BE & 50% on-site in Mons, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 418
Required Start Date: 10 February 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Incident management
- Ensures that incidents are handled according to agreed procedures.
- Prioritises and diagnoses incidents.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents.
- Facilitates recovery, following resolution of incidents.
- Documents and closes resolved incidents.
- Contributes to testing and improving incident management procedures.
Problem management
- Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
- Determines problem fixes and remedies.
- Collaborates with others to implemented agreed remedies and preventative measures.
- Supports analysis of patterns and trends to improve problem management processes.
Continuity management
- Contributes to the development of continuity management plans.
- Identifies information and communication systems that support critical business processes.
- Coordinates the business impact analysis and the assessment of risks.
- Coordinates the planning, designing, and testing of contingency plans.
Information security
- Applies and maintains specific security controls as required by organisational policy and local risk assessments.
- Communicates security risks and issues to business managers and others.
- Performs basic risk assessments for small information systems.
- Contributes to the identification of risks that arise from potential technical solution architectures.
- Suggests alternate solutions or countermeasures to mitigate risks.
- Defines secure systems configurations in compliance with intended architectures.
- Supports investigation of suspected attacks and security breaches.
Risk management
- Carries out risk management activities within a specific function, technical area or project of medium complexity.
- Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business.
- Involves specialists and domain experts as necessary.
Stakeholder relationship management
- Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
- Implements stakeholder engagement/communications plan.
- Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
- Helps develop and enhance customer and stakeholder relationships.
Customer service support
- Monitors service delivery channels and collects performance data.
- Assists with the specification, development, research and evaluation of service standards.
- Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
- Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
- CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;
- Knowledge of services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner;
- Extensive experience with telecommunications and information systems in both static and deployed environments;
- Experience in demanding customer facing roles.
- Strong understanding of ticketing toolset system, with proven experience coordinating incident tickets amongst diverse organizational elements;
- Experience providing analysis on complex datasets pertinent to service operations for a large organization.
- Understanding of ITIL Operational procedures with experience in Transition including Change, Configuration and Release & Deployment Management;
- Experience in drafting documents and presentations;
- Experience in supporting service operations of a large/complex team (including knowledge management);
- Good knowledge and working experience of MS OS (Windows10) package with emphasis on analysis, collaboration and presentation tools such as Excel, PowerPoint and SharePoint;
- Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level;
- CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;
- Hands-on experience in IT Service Management (ITSM) processes, including incident, problem, change, and request fulfilment;
- Experience in team management
