Principal Technician (DCIS) for NATO with securityclearance

Would you like to join the leading international intergovernmental organization? The Principal Technician DCIS is a senior technical and operational role responsible for ensuring the stability, security, and continuity of IT and operational services within the organization. This position leads the response to critical incidents, minimizing business disruption through structured incident management, root cause analysis, and preventive action. The role encompasses the development and maintenance of business continuity and disaster recovery plans, the application of information security controls, and the execution of risk management activities for medium-complexity functions or projects. The Principal Technician DCIS acts as a key point of contact for stakeholders, facilitating communication, managing resolutions, and driving continuous improvement in service reliability and operational resilience. This role requires a blend of technical expertise, analytical problem-solving, and strong stakeholder management skills to support the organization's strategic objectives. Responsibilities: Being responsible for efficiently resolving incidents in an organization's IT or operational environment; Keeping their primary focus on minimizing the impact upon business operations by leading and coordinating responses during critical incidents; Communicating with stakeholders, document incident details, and analysing root causes to improve incident management processes; Assessing the severity of incidents and escalating to higher management or specialized teams when necessary; Coordinating various teams, conducting post-incident analysis, and implementing preventive measures; Maintain business continuity and service reliability through a rapid and structured response to Incident Management. Continuity management • Applies a structured approach to develop and document the detail for a continuity plan. • Maintains documentation of business continuity and disaster recovery plans. • Supports the development of a test plan and implementation of continuity management exercises. Information security • Applies and maintains specific security controls as required by organisational policy and local risk assessments. • Communicates security risks and issues to business managers and others. • Performs basic risk assessments for small information systems. • Contributes to the identification of risks that arise from potential technical solution architectures. • Suggests alternate solutions or countermeasures to mitigate risks. • Defines secure systems configurations in compliance with intended architectures. • Supports investigation of suspected attacks and security breaches. Risk management • Carries out risk management activities within a specific function, technical area or project of medium complexity. • Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business. • Involves specialists and domain experts as necessary. Incident management • Ensures that incidents are handled according to agreed procedures. • Prioritises and diagnoses incidents. • Investigates causes of incidents and seeks resolution. • Escalates unresolved incidents. • Facilitates recovery, following resolution of incidents. • Documents and closes resolved incidents. • Contributes to testing and improving incident management procedures. Problem management • Initiates and monitors actions to investigate and resolve problems in systems, processes and services. • Determines problem fixes and remedies. • Collaborates with others to implemented agreed remedies and preventative measures. • Supports analysis of patterns and trends to improve problem management processes. Stakeholder relationship management • Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. • Implements stakeholder engagement/communications plan. • Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. • Helps develop and enhance customer and stakeholder relationships. Customer service support • Monitors service delivery channels and collects performance data. • Assists with the specification, development, research and evaluation of service standards. • Applies these standards to resolve or escalate issues and gives technical briefings to staff members. Additional duties for this post: • Perform other duties as may be required. • Deputise for higher grade staff, if required Essential Qualifications & Experience: A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally, the lack of a university 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 6 years extensive and progressive expertise in duties related to the function of the post. Experience: • Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level; • CIS operational and/or planning experience in applying analytical and systematic approach to problem solving; • Knowledge of Services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner; • Extensive experience with telecommunications and information systems in both static and deployed environments; • Experience is demanding customer facing roles. Training/Certifications: • Courses/certifications in IT, risk management; • ITIL 4 Foundation; • ITSM - Incident Management; • ITSM - Request Fulfilment and Change Management If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.