Senior Engineer (Digital Collaboration)

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia. 
Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff. 
Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Brain L’ Alleud, Belgium, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the NATO Digital Workplace Centre (NDWC), which is responsible for the Digital Workplace, covering operational NATO services, across all content classifications and security domains, for desktop computing, mail, instant messaging, video teleconference (VTC), content services platforms, telephony, printing and mobility services.  NDWC responsibilities also cover the support of digital events, meetings and large-scale conferences for both the Agency and NATO stakeholders.  NDWC also has the responsibility for driving the future roadmaps of these services across the NATO Enterprise to enable a NATO Digital Workplace through new services.

We are looking for a driven and enthusiastic Senior Engineer (Digital Collaboration) who will take on the following roles and responsibilities:

Systems integration and build
•    Provides technical expertise to enable the configuration of system components and equipment for systems testing.
•    Collaborates with technical teams to develop and agree system integration plans and report on progress.
Application support
•    Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures.
•    Uses application management software and tools to investigate issues, collect performance statistics and create reports.
Systems installation and removal
•    Undertakes or supervises complex installations and de-installations of systems or components, including handover to the client.
•    Develops procedures and standards for installation and handover to maintain and improve the installation service.

Specific duties for this post:
•    Lead and organize the work for the Workstream Collaboration Service team to ensure the delivery of the Workstream Collaboration service in accordance with customer service agreements (SLA, SSP, etc.) across the customer and NATO AoR (including missions and exercises), ensuring the expected level of quality, security and support;
•    Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives, as well as transition to the Cloud.
•    Lead and monitor the Service Request, Incident, Change and Problem Management for the Workstream Collaboration service adhering to ITIL best practices 
•    Participate in projects by representing and proving governance, guidance and mentorship on the Workstream Collaboration Service component of the project, as required, to enable successful execution and to enhance and improve the existing infrastructure and services.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

•    A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience;
•    Experience in incident, change and problem management methodologies;
•    Experience in service level management and continuous service improvement;
•    Excellent analytical and listening skills to capture requirements and identify problems and risks;
•    Proven experience as a people manager in a technology support or technical project delivery environment. Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor;
•    Very good resource management skills (people, time);
•    Very good knowledge of Microsoft based E-mail and Collaboration Systems, on-premise and on the Cloud;
•    In-depth knowledge of business application technologies, platforms, and IT service management best practices;
•    Fluency in English, both written and spoken.

What we offer:

•    Genuinely meaningful work as part of the most successful alliance in history;
•    3 year contract with competitive tax-free salary and household and children’s allowances;
•    Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
•    Excellent private health insurance scheme;
•    Generous annual leave of 30 days plus official holidays;
•    NATO Pension Scheme;
•    Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website.  

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.  

Additional details on the conditions of application can be found via the NCI Agency career site.