Incident Management Coordinator SO4

The NCI Agency is looking for an Incident Management Coordinator to support its operational services. The role centres on coordinating the response to incidents, helping technical teams restore services quickly, and ensuring that issues are tracked through to resolution. You will also contribute to problem management, continuity planning, information security and communication with stakeholders.

What you'll do

• Coordinate incidents: Prioritise and diagnose incidents, engage the appropriate resolver groups and service owners, escalate unresolved issues, and support service recovery. Ensure incidents are documented and closed in line with agreed procedures and service level targets.
• Improve incident and problem management: Help test and refine incident procedures. Initiate and monitor investigations into underlying problems, agree fixes and preventive measures with colleagues, and use patterns and trends to identify improvements.
• Support continuity planning: Develop and maintain business continuity and disaster recovery documentation. Help prepare test plans and carry out continuity management exercises.
• Manage security and operational risk: Apply required security controls, conduct basic risk assessments for smaller information systems, identify vulnerabilities and potential risks in technical solutions, and recommend mitigations. Communicate risks to business stakeholders and support investigations into suspected attacks or security breaches.
• Work with customers and stakeholders: Manage issues, corrective actions and lessons learned; keep relevant parties informed; and use feedback to improve working relationships and service delivery.
• Monitor service standards: Collect service performance data, help evaluate service standards, resolve or escalate issues against those standards, and provide technical briefings to staff.

Eisen

• Security clearance: NATO Secret
• You should have a bachelor's degree in a related discipline and at least two years of relevant post-degree experience. Exceptionally, candidates without a university degree may be considered if they can demonstrate at least six years of extensive and progressive experience directly related to the role.
• Experience identifying and resolving complex problems, including knowing when to escalate them.
• CIS operational or planning experience and a systematic approach to problem solving.
• Practical experience coordinating engineering teams to resolve incidents quickly, within SLA targets, and with 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.
• Thorough written and spoken knowledge of one NATO language is essential; some knowledge of the other is desirable. Most NCI Agency work is conducted in English.

Aanvullende informatie

Working arrangements and travel

The position is full-time on-site for the stated contract period, with a total requested scope of 200 hours. Business travel may be required to other NCIA offices and to NATO and national facilities. Travel to Mons may occur up to twice a month, and travel to operational theatres inside or outside NATO boundaries may also be required. The Agency expects the duty location to move to its new headquarters in Brussels in 2027.