RFQ C004403 - Senior Technician; IT Operations Coordinator

McBride, based in McLean, VA, USA, and with offices in Brussels, BEL and Bucharest; ROU through its wholly owned subsidiary McBride International, is a Prime Contractor on the NCIA Advisory and Assistance Services Plus (AAS+) Framework.

We are a management and IT consulting firm with significant professional services experience that includes IT transformation, project management, digital transformation, strategic planning, business process improvement, change management, human capital management, systems engineering, and operations. Due to our excellent relationship with NATO and the first-class, security cleared candidates that we source and supply from all 32 NATO nations, we are extremely privileged to ask you to review this role to assess your suitability of skills.

You will be working as a contractor for our client the NATO Communications and Information Agency (NCIA)
NATO Communications and Information Agency (NCIA)
NCIA was established on 1 July 2012 from a merger of several NATO entities. It has a 65-year legacy of supporting NATO operations, missions, and exercises and is on the front lines against cyber threats, protecting NATO's networks 24/7. NCIA provides expertise and services that are critical to NATO's ability to fulfill its core tasks of consultation, collective defence, and crisis management.

Under the direction of ESOC IT Ops Coord Section Head, you will perform duties such as the following:

• Supporting all areas of the ESOC, as part of a functional team;
• Supporting Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted;
• Providing technical level 1 support and assistance for Local Area Network (LAN)/Virtual Desktop Infrastructure (VDI)/Data centre Management
• Monitoring, controlling and conducting troubleshooting of all data systems and services in support of all NCIA customers and NATO missions.
• Administrates data and services monitoring and control platforms for optimum performance for use by the ESOC personnel;
• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks and services;
• Utilises automatic data processing devices and tools within the ESOC and uses all available centralized service management tools to restore all services availability and quality at the agreed levels;
• Follows senior guidance and established processes, cooperating when requested, to its development and improvement;
• Responsible for coordination with internal and external entities to restore networks and communication services.
• Participates in the development and delivery of the required on-the-job training to other technicians;
• Propose, prepare, verify, and maintain services and systems documentation, to include; operational advice notices and level 1 documentation, accounting for interface standards and procedures;
• If required, work in a shift pattern to provide 24/7 coverage;
• Work on own initiative with limited supervision and lead others as required;
• Working and training with other service lines;
• Deputize for higher grade staff, if required; and
• Perform other duties as may be required.

Essential education, experience, and training:

• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;
• Prior experience in technical support and assistance for networking, WAN and voice systems;
• Very good understanding of telecommunications / network / information technology solutions & products;
• ITIL Foundation;
• At least 2 years' experience with, and knowledge of:
• LANs;
• VXLAN; and
• Software Defined Access (SDA)
• Experience in VDI;
• Experience in VMware Aria Operations formally VROPS;
• Experience in VROPS management tools;
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM); and
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.

• Strong analytical, organization, multitasking and prioritization skills;
• Technical leadership experience;
• Previous experience working in a NOC / SOC;
• CCNA certified;
• Experience with monitoring and management tools, such as SPECTRUM, Zabbix, SCOM;
• Prior experience of working in an international environment comprising both military and civilian elements; and
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

A valid Personnel Security Clearance (PSC) at level NATO Secret is required.