· A Master of Science (MSc) degree at a nationally recognised/certified University in a related subject and 2 years post-related experience
· Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject and 4 years post related experience
· Or exceptionally, the lack of a university/college 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 10 years extensive and progressive expertise in the duties related to the function of the post
· ITIL Service Operations
· ITIL Foundation
· General CIS specific skills potentially CCNA or equivalent and must have experience with ITIL in particularly Service Operations
· Very good understanding of telecommunications / network / information technology solutions & products
· Service operations and service management skills and experience based on ITIL principles and following a customer/user focused approach and the use of related toolsets (e.g. ITSM)
· Technical leadership experience
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation

DUTIES/ROLE:
· Ensuring the effective use of event management process and toolsets as required
· Ensuring effective and timely resolution of IT Incidents: impact assessment and prioritization of IT incidents; dispatching of incidents to the relevant technical elements for resolution; validation and verification of the solution proposed; revision of the incident documentation; structured reporting; problem initiation, as recommendable
· Problem Management initiation, as required
· Authorized Service Interruption / Scheduled Outage (ASI/SO) approval and coordination, to minimize scheduled downtime and its effects of the Customer's business
· Participation in the Change Management process to ensure that roll-outs, new releases and modifications to existing services happen in a coordinated manner and with the explicit awareness of the affected customers
· Delivering of technical advice, coordination, support and assistance in respect of Operations Centre Incident Response
· Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful outcomes
· Liaise with other Operations Centre's entities and NCIA Service Lines to provide, maintain and improve the incident management toolset for best practice
· Gather, Process and Analyze Information and Data to ensure continual service improvement
· Monitoring the effectiveness of incident management within the NCC and making recommendations for improvement
· Monitor and life-cycle management of IT assets within the NCC
· Creation and review of all incident management checklists, logs and tickets on a daily basis, providing follow-up actions and feedback as necessary
· Driving, developing, managing and maintaining the major incident process and associated procedures;
· Reviewing and auditing the incident management process within the NCC
· Work on own initiative with limited supervision, may lead others as required
· Deputize for higher grade staff, as required
· Perform other duties as may be required