Start date: February 2026
Clearance: NATO Secret or equivalent
Location: Mons, Belgium
Skills:
* Bachelor's degree from a nationally recognised or certified university in a relevant discipline with a minimum of two years' post-related experience.
* Alternatively, a minimum of six years of extensive and progressive experience in duties relevant to the post may be accepted in lieu of a university degree, where such experience is of interest to the NCI Agency.
* Proven experience identifying, analysing, and resolving complex problems and assignments, including determining when escalation to a higher level is required.
* CIS operational and/or planning experience, applying analytical and systematic approaches to problem solving.
* Knowledge of service delivery operations, with practical experience coordinating engineering teams to resolve incidents within SLA targets and with the appropriate resolver groups and service owners.
* Extensive experience with telecommunications and information systems in both static and deployed environments.
* Experience in demanding, customer-facing roles.
* Courses or certifications in IT and risk management.
* ITIL 4 Foundation certification.
* ITSM experience in Incident Management.
* ITSM experience in Request Fulfilment and Change Management.
* Strong focus on delivering results and meeting customer expectations, including setting high quality standards, monitoring performance, and achieving project objectives consistently.
* Demonstrated ability to adapt and respond effectively to change, including working with ambiguity and adjusting interpersonal approaches to different situations.
* Strong commitment to achieving personal work goals, including willingness to tackle demanding objectives, invest additional effort when required, and pursue progression and development opportunities.
Duties:
* Apply a structured approach to develop and document detailed continuity plans.
* Maintain business continuity and disaster recovery documentation.
* Support the development and execution of continuity management test plans and exercises.
* Apply and maintain information security controls in line with organisational policies and local risk assessments.
* Communicate security risks and issues to business managers and relevant stakeholders.
* Perform basic risk assessments for small information systems.
* Contribute to the identification of risks arising from technical solution architectures.
* Propose alternative solutions or countermeasures to mitigate identified risks.
* Define secure system configurations in line with approved architectures.
* Support investigations into suspected security incidents, attacks, or breaches.
* Conduct risk management activities within defined functions, technical areas, or medium-complexity projects.
* Identify risks and vulnerabilities, assess impact and likelihood, and develop mitigation strategies.
* Escalate risks and involve specialists or domain experts where required.
* Ensure incidents are handled in accordance with agreed procedures.
* Prioritise, diagnose, and investigate incidents to determine root causes.
* Escalate unresolved incidents appropriately.
* Facilitate service recovery following incident resolution.
* Document, close, and contribute to continuous improvement of incident management processes.
* Initiate and monitor actions to investigate and resolve problems affecting systems, processes, and services.
* Determine appropriate problem fixes and remedies.
* Collaborate with stakeholders to implement agreed corrective and preventative measures.
* Analyse trends and patterns to improve problem management processes.
* Manage issues and resolutions with stakeholders, including corrective actions and lessons learned.
* Implement stakeholder engagement and communication plans.
* Collect and analyse customer and stakeholder feedback to assess effectiveness.
* Develop and strengthen customer and stakeholder relationships.
* Monitor service delivery channels and collect performance data.
* Assist in defining, developing, and evaluating service standards.
* Apply service standards to resolve or escalate issues and provide technical briefings to staff.
* Perform additional duties as required.
* Deputise for higher-grade staff when required.
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