JISR Services Support Centre (JSSC) Chief Technician - Cluster 4

RFQ C005023 JISR Services Support Centre (JSSC) Chief Technician - Cluster 4

Duties

• The scope of the assignment will be limited to providing Level2 and Service Management Support according to the submitted Incidents, Service Requests, Change Requests, Task, Requests for Information or Internal activities, traceable through the NCIA ITSM and/or Azure DevOPS NATO Software Factory ticketing system.
• The Chief Technician will be required to respond, document, categorize and solve all the assigned tickets according to the internal processes and procedures.
• The Chief Technician will participate in the daily reporting and planning activities (daily meetings) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s).
• Install, maintain, monitor and support the JSSC services (NAMIS, CoreGIS, REACT, Intel-FS, ANB, Release Server, HMART, CSD IPL/IWS, ICMT, AOSS, NABIS) mainly in support of Operations, Missions and NATO exercises.
• Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes.
• Escalate issues to Level3 support team as appropriate, support in the troubleshooting and debugging of found issues (document and escalate trouble tickets from ITSM into Azure DevOps work items, as well as support in their resolution and testing).
• Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information).
• Get involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests).
• Apply patches and install ISR software updates, coordinate outages (according to agreed Approved Service Interruptions, Security Audit Findings, regular software updates).
• Participate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change Requests).
• Provide support in maintaining the NATO Software Factory infrastructure, user and rights management, software updates and internal activities.
• Interface between JSSC applications and inter-operable FASes from other Business Areas.
• Participates in on-call support. He/she also adheres to flexible 8 hrs/5 days a week shifts, which may be scheduled on-demand based on operational needs.

Requirement

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